# Supervisor, Phone Operations

**Company**: Slice
**Location**: Debar
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/slice/jobs/8016588?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_3dba7cd7-494

## Description

We believe independent restaurants deserve the same advantages as big chains without giving up their independence.

As a Supervisor for our Phone team, you'll lead a team of Community Team Leads and oversee day-to-day operations across multiple pods and shifts. You'll be responsible for driving performance, building accountability, and creating consistency across the operation so every team delivers a great experience to both our restaurant partners and their customers.

Key focus areas include:

- Coaching, developing, and holding Team Leads accountable through regular 1:1s, feedback, and performance management.

- Driving operational performance across pods and shifts, including service levels, answer rates, staffing execution, and adherence.

- Creating consistency across coaching, QA, scorecards, and performance expectations.

- Managing escalations across teams and shifts while identifying root causes and driving long-term solutions.

- Partnering with GTM, Implementations, Product, and Operations teams to improve the experience for our restaurant partners.

- Supporting onboarding and hypercare efforts for new Phones customers.

- Monitoring timecards, attendance, and workforce management metrics to ensure operational reliability.

- Building a culture of accountability, ownership, teamwork, and customer obsession.

- Partnering with People Business Partners to address employee relations and performance matters.

- Providing feedback and recommendations that improve processes, tools, and the overall Phones experience.

The Winning Recipe:

- Customer obsessed. You understand that every missed call can mean a missed order for a small business owner, and you build teams that treat every interaction accordingly.

- 2+ years of operational leadership experience with a strong track record of coaching and developing people.

- Experience leading frontline teams in a contact center, customer support, operations, or service environment.

- Strong performance management skills and experience holding teams accountable to high standards.

- Comfortable using operational metrics and dashboards to identify issues, spot trends, and drive action.

- Experience managing Team Leads, Supervisors, or other frontline leaders.

- Strong organizational skills and the ability to manage competing priorities in a fast-paced environment.

- Excellent written and verbal communication skills, including the ability to engage effectively with senior leaders and restaurant owners.

- Familiarity with contact center technology, including phone systems, CRMs, workforce management, or messaging tools.

- Intermediate proficiency with Google Workspace tools, including Sheets, Docs, Gmail, and Slack.

- English proficiency at C1 level or higher, both written and spoken.

- Willingness to work flexible hours, including evenings and weekends as needed.

## Skills

### Required
- operational leadership
- coaching and developing people
- performance management
- contact center technology
- Google Workspace tools
- English proficiency

### Nice to have
- Experience managing organizations of 50+ employees
- Experience in workforce management, scheduling, or capacity planning
- Experience supporting operational process improvement initiatives
- Experience in a high-growth technology, marketplace, or customer operations environment

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/slice/jobs/8016588?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)