Req ID#: 8060BR
Title: Design Services Supervisor
Department: Customer Care/Contact Center
Company Name: Deluxe Corporation
Position Location: Groton, MA
Remote Work Location: No
Full Time/Part Time: Full Time
Shift Type: Traditional
Company Info:
Deluxe Corporation is an award winning provider that is launching new products, offering new services, and creating new ways to help small businesses and financial institutions succeed. We provide an environment that is dynamic, not bureaucratic and a structure that is rewarding, not routine, now we need you to provide the passion and expertise!
Job Description:
Job Functions
- Manage a team to provide direction, coaching, monitoring, training, counseling and support to ensure productivity, and quality expectations are met, at an individual and department level. Execute solutions to ensure service level expectations are met. Oversee the daily operations of the phone and off phone activities in a multi-skilled / functional environment. Promote teamwork and a lean culture. Make business decisions to support department success and to support Company goals on a daily basis.
- Establish performance goals and evaluate employee progress, achievement and contributions. Provide feedback, recognition, compensation, and progressive performance management consistent with employee performance. If further development is needed, take appropriate corrective measures to ensure continuous improvement. Encourage individual initiative and growth to achieve maximum success.
- Lead process and procedural improvement efforts to ensure a smooth, efficient order flow utilizing Lean methodology. Analyze, plan and assist in the development and implementation of system and procedural changes to support department and company objectives using Lean process improvement approaches. Support new company initiatives, product introduction, transitions, UAT/QA testing and process improvements by coordinating and interacting with Product, Marketing, Sales and Fulfillment.
- Compile and enter employee, departmental data and other pertinent information into excel spreadsheets and databases. Analyze the data to determine individual, team and department statistical performance. Performs ad hoc analysis in relation to a specific issue or problem to determine root cause analysis and implement lean solutions. Evaluate, document and implement workflow improvements, system enhancements, and procedure updates to maximize performance and meet strategic objectives.
- Interview and hire qualified applicants to ensure the department is properly staffed to meet department and company goals. Onboard employee to ensure proper network, printers, systems, phone, applications, reporting is complete per job function.
- Responsible for ensuring that all training documentation is current for each job function and individual workflow processes: multiple platforms/software – MSET, ATG, Comet, PSPrint, Sapio, Scene7, Adobe, MS office, multifunctional manufacturing output, support incoming e-commerce sites.
- Maintain morale and engagement among department personnel by improving quality of work life, providing a positive work environment and consistently communicating appropriate information to all employees concerning policies, procedures, and other information pertinent for them to successfully do their jobs.
- Support and maintain ethics of the business through protection of customer and financial information and complying with all company policies ethics/values/security requirements and applicable regulatory policies (ANSI, Sox Compliance).
Required:
Experience/Education
Education: Bachelors Degree (or equivalent experience).
Total Number of Years Relevant Experience: 3-5 years demonstrated experience in leadership. 2-3 years Lean project or process improvement experience.
Critical Knowledge / Skills / Abilities:
Advanced problem solving, performance management techniques.
MS Office Suite.
Verbal and writen communication skills.
Attention to detail and ability to work adaptably in a fast paced environment.
Desktop publishing and design experience is a plus.
Other Requirements:
Work Location - Groton MA, minimal travel required.
Social Connections: Please visit our Facebook site to ask questions, get updates, and to better understand our culture. http://www.facebook.com/deluxecareers.
Pre-Employment Screening: Drug screen and background check required. EOE/M/F/D/V.
Title: Design Services Supervisor
Department: Customer Care/Contact Center
Company Name: Deluxe Corporation
Position Location: Groton, MA
Remote Work Location: No
Full Time/Part Time: Full Time
Shift Type: Traditional
Company Info:
Deluxe Corporation is an award winning provider that is launching new products, offering new services, and creating new ways to help small businesses and financial institutions succeed. We provide an environment that is dynamic, not bureaucratic and a structure that is rewarding, not routine, now we need you to provide the passion and expertise!
Job Description:
Job Functions
- Manage a team to provide direction, coaching, monitoring, training, counseling and support to ensure productivity, and quality expectations are met, at an individual and department level. Execute solutions to ensure service level expectations are met. Oversee the daily operations of the phone and off phone activities in a multi-skilled / functional environment. Promote teamwork and a lean culture. Make business decisions to support department success and to support Company goals on a daily basis.
- Establish performance goals and evaluate employee progress, achievement and contributions. Provide feedback, recognition, compensation, and progressive performance management consistent with employee performance. If further development is needed, take appropriate corrective measures to ensure continuous improvement. Encourage individual initiative and growth to achieve maximum success.
- Lead process and procedural improvement efforts to ensure a smooth, efficient order flow utilizing Lean methodology. Analyze, plan and assist in the development and implementation of system and procedural changes to support department and company objectives using Lean process improvement approaches. Support new company initiatives, product introduction, transitions, UAT/QA testing and process improvements by coordinating and interacting with Product, Marketing, Sales and Fulfillment.
- Compile and enter employee, departmental data and other pertinent information into excel spreadsheets and databases. Analyze the data to determine individual, team and department statistical performance. Performs ad hoc analysis in relation to a specific issue or problem to determine root cause analysis and implement lean solutions. Evaluate, document and implement workflow improvements, system enhancements, and procedure updates to maximize performance and meet strategic objectives.
- Interview and hire qualified applicants to ensure the department is properly staffed to meet department and company goals. Onboard employee to ensure proper network, printers, systems, phone, applications, reporting is complete per job function.
- Responsible for ensuring that all training documentation is current for each job function and individual workflow processes: multiple platforms/software – MSET, ATG, Comet, PSPrint, Sapio, Scene7, Adobe, MS office, multifunctional manufacturing output, support incoming e-commerce sites.
- Maintain morale and engagement among department personnel by improving quality of work life, providing a positive work environment and consistently communicating appropriate information to all employees concerning policies, procedures, and other information pertinent for them to successfully do their jobs.
- Support and maintain ethics of the business through protection of customer and financial information and complying with all company policies ethics/values/security requirements and applicable regulatory policies (ANSI, Sox Compliance).
Required:
Experience/Education
Education: Bachelors Degree (or equivalent experience).
Total Number of Years Relevant Experience: 3-5 years demonstrated experience in leadership. 2-3 years Lean project or process improvement experience.
Critical Knowledge / Skills / Abilities:
Advanced problem solving, performance management techniques.
MS Office Suite.
Verbal and writen communication skills.
Attention to detail and ability to work adaptably in a fast paced environment.
Desktop publishing and design experience is a plus.
Other Requirements:
Work Location - Groton MA, minimal travel required.
Social Connections: Please visit our Facebook site to ask questions, get updates, and to better understand our culture. http://www.facebook.com/deluxecareers.
Pre-Employment Screening: Drug screen and background check required. EOE/M/F/D/V.