What are the responsibilities and job description for the Senior Supervisor, Operational Delivery position at DailyPay?
DailyPay is transforming the way people get paid. As a worktech company and the industry's leading earned wage access solution, DailyPay uses an award-winning technology platform to help America's top employers build stronger relationships with their employees. This voluntary employee benefit enables workers everywhere to feel more motivated to work harder and stay longer on the job while supporting their financial well-being outside of the workplace.
DailyPay is headquartered in New York City, with operations throughout the United States as well as in Belfast. For more information, visit DailyPay's Press Center.
The Sr. Supervisor, Operational Delivery is responsible for the oversight and supervision of an individual strategic BPO partner who will assist them on a daily basis to ensure users receive a great customer experience. This individual will work directly with the on site program leadership from managers down to supervisors coaching them on the DailyPay way. This person will also spearhead all coaching, KPI accountabilities, any necessary resources, and other needed support in order for them to provide excellent customer service to our existing users.
This role is an opportunity to make a direct impact on our customer experience and become a key partner to the internal teams at the BPO
If this opportunity excites you, we encourage you to apply even if you do not meet all of the qualifications.
How You Will Make an Impact:- Act as day to day point of contact for a single outsourced customer service partner
- Strengthen Supplier Relationship with BPO Service Provider ("BPO") on site leadership by executing the framework of policies, process, procedure, roles, and responsibilities as defined in the contracts
- Oversee goals, objectives, expectations, and performance while mitigating risks, issues, and changes between BPO and the company
- Serve as an escalation point of contact for the individual BPO's on-site leadership
- Support resource planning and workforce management to ensure BPO capability, quality, and needs
- Communicate and hold accountable the BPO on KPIs/SLAs performance on a weekly and monthly basis by conducting WBR's and QBR's
- Responsible for participating on projects to understand or increase BPO performance
- Bachelor's Degree or equivalent experience
- 1 year omni channel leadership experience
- Experience in the financial services field preferred
- Experience managing vendor/BPO relationships and driving performance
- Servant based leadership skills
- Flexibility to work outside of normal business hours as required to support customers may be required
- Exceptional health, vision, and dental care
- Opportunity for equity ownership
- Life and AD&D, short- and long-term disability
- Employee Assistance Program
- Employee Resource Groups
- Fun company outings and events
- Unlimited PTO
- 401K with company match
#BI-Remote #LI-Remote
Pay Transparency. DailyPay takes a market-based approach to compensation, which may vary depending on your location. United States locations are categorized into three tiers based on a cost of labor index for that geographic area. The salary ranges are listed by geographic tier. Additionally, this role may be eligible for variable incentive compensation and stock options. Where a candidate fits within the compensation range for a role is based on their demonstrated experience, qualifications, skills, and internal equity.
DailyPay is committed to fostering an inclusive, equitable culture of belonging, grounded in empathy and respect, which values openness to opinions, awareness of lived experiences, fair treatment and access for all. We strive to build and develop diverse teams to create an organization where innovation thrives, where the full potential of each person is engaged, and their views, beliefs and values are integrated into our ways of working.
We encourage people of all backgrounds to join us on our mission. If you require reasonable accommodation for any aspect of the recruitment process, please send a request to peopleops@dailypay.com. All requests for accommodation will be addressed as confidentially as practicable.
DailyPay is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion or creed, alienage or citizenship status, political affiliation, marital or partnership status, age, national origin, ancestry, physical or mental disability, medical condition, veteran status, gender, gender identity, pregnancy, childbirth (or related medical conditions), sex, sexual orientation, sexual and other reproductive health decisions, genetic disorder, genetic predisposition, carrier status, military status, familial status, or domestic violence victim status and any other basis protected under federal, state, or local laws.
Salary : $76,000 - $98,000
