Service Delivery Supervisor (100% Remote)

ARE YOU A CURRENT US FOODS EMPLOYEE? PLEASE APPLY DIRECTLY THROUGH OUR INTERNAL WORKDAY CAREER SITE

Join Our Community of Food People!

ESSENTIAL DUTIES AND RESPONSIBILITIES  

Leadership & Operational Excellence (40%)

• Oversee quality assurance standards for internal and external teams, ensuring alignment with organizational goals.

• Manage QA SLAs, ensuring transparency by monitoring and meeting service levels.

• Act as the escalation point for QA service issues by researching to root cause and partnering with the team to driving problem-solving and corrective actions.

• Facilitate smooth QA process transitions from planning to steady state through clear communication of performance metrics.

• Ensure Customer Contact Trainer Lead(s) are effective by regularly evaluating their performance, providing feedback, setting goals, developing training plans, and conducting performance reviews.

• Partner with Learning and Development team on overall training strategy to ensure appropriate execution of the defined training curriculum and any ad hoc training to be scheduled.

• Apply industry best practices to boost operational performance and efficiency.

Quality Assurance & Service Delivery Oversight (30%)

• Develop and monitor QA standards and processes using NICE QA and NICE Real-Time Interaction Analytics tools to develop a strategy for providing consistent service delivery through AI-driven insights and real-time coaching, and drive continuous improvement in service quality by aligning the tools with organizational goals.

• Manage QA processes for internal and external teams, focusing on high-quality service delivery through root cause analysis and feedback.

• Collaborate with teams to improve processes and ensure consistent service delivery aligned with quality goals.

• Work with Salesforce administrators to manage CSAT surveys, analyze feedback, and drive service improvements.

• Lead calibration sessions with internal directors, managers and external teams to ensure consistent evaluations.

• Drive continuous service quality improvements by ensuring that training events and materials are relevant and accurate, monitor training delivery, evaluate program effectiveness, and identify areas for improvement.

Continuous Improvement & Process Optimization (20%)

• Foster a culture of continuous improvement within internal and external teams.

• Identify and implement QA process optimizations that enhance productivity, service quality, and cost-efficiency.

• Analyze QA performance data and call trends to identify gaps and recommend improvements through training program development and execution with Customer Contact Trainer Lead(s).  

• Streamline QA workflows and ensure measurable results from process improvements.

Business Partnership Management (10%)

• Build strong relationships with internal and external teams to align with business and service objectives.

• Serve as the main contact for service-related issue resolution with third-party providers.

• Collaborate on integrating new QA processes, ensuring efficiency and value.

• Manage stakeholder expectations by delivering regular performance updates on operational and service improvements.

• Other duties as assigned by manager.

SUPERVISION:

• Direct Supervision of Customer Contact Trainer Lead(s)

• Indirect supervision of 85 external Customer Contact managed services personnel.

RELATIONSHIPS

• Internal: Customer Contact personnel, leadership and peers.

• External: Manage the relationship with NICE and Accenture, interacting with various levels of client services and management. 

WORK ENVIRONMENT

• Remote: This role is fully remote, and the associate is expected to perform assigned responsibilities from a home-based environment.

MINIMUM QUALIFICATIONS

• 3+ years in a quality assurance role experience in multi-call type contact center environment required.

• One (1) year of management and leadership experience required.

• Prior experience working with multi-level stakeholders.

• Previous experience using quality monitoring systems required.

EDUCATION

• N/A

CERTIFICATIONS/TRAINING

• N/A

LICENSES

• N/A

PREFERRED QUALIFICATIONS

• 3+ years in a service delivery, quality assurance, or operations management role in an omni-channel contact center environment.

• Proficiency with Nice InContact QM, Salesforce, and other contact center or CRM platforms.

• Proven experience leading teams, managing transitions, and driving performance improvements.

• Strong written and verbal communication skills, with the ability to provide clear feedback, manage escalations, and report on key performance metrics.

• Strong root cause analysis and problem-solving skills, with the ability to implement corrective actions and prevent future service failures.

• Ability to drive a culture of operational excellence through continuous improvement initiatives and stakeholder engagement.

• Ability to present detailed information effectively to groups and individuals.

• Strong proficiency with MS Office (Excel, Word, Access, Outlook and PowerPoint).

• Ability to prioritize workload, meet deadlines and follow through on commitments.

• Ability to interpret data and translate into actionable steps.

• Team player who collaborates well with others at all levels.

• Ability to work independently and in a collaborative manner, demonstrating business maturity in conduct of daily activities.

• Ability to work calmly under pressure with limited oversight.

• Ability to learn new processes and technology while working in a changing environment.

PHYSICAL QUALIFICATIONS

OCCASIONALLY: 1% - 33 / FREQUENTLY: 34% - 66% / CONTINUOUSLY: 67% - 100% or NEVER

JOB REQUIRES WORKER TO: FREQUENCY:

STAND: OCCASIONALLY

WALK: OCCASIONALLY

DRIVE: NEVER

SIT: FREQUENTLY

LIFT

1-10 lbs (Sedentary): OCCASIONALLY

11-20 lbs (Light): OCCASIONALLY

21-50 lbs (Medium): NEVER

51-100 lbs (Heavy): NEVER

Over 100 lbs (Very Heavy): NEVER

CARRY

1-10 lbs (Sedentary): OCCASIONALLY

11-20 lbs (Light): OCCASIONALLY

21-50 lbs (Medium): NEVER

51-100 lbs (Heavy): NEVER

Over 100 lbs (Very Heavy): NEVER

PUSH/PULL 1: NEVER

CLIMB/BALANCE: NEVER

STOOP/SQUAT: NEVER

KNEEL: NEVER

BEND: NEVER

REACH ABOVE SHOULDER: OCCASIONALLY

TWIST: OCCASIONALLY

GRASP OBJECTS 2: OCCASIONALLY

MANIPULATE OBJECTS 3: FREQUENTLY

MANUAL DEXTERITY 4: CONTINUOUSLY

1 (Push/Pull: Dolly, cartons and boxes)

2 (Grasp Objects: Boxes and cartons)

3 (Manipulate Objects: Boxes and dolly)

4 (Manual Dexterity: Typing, use of office machines such as copiers, printers)

Compensation depends on relevant experience and/or education, specific skills, function, geographic location, and other factors as applicable by law.  The expected base rate for this role is between $65k and $100k.

This role will also receive: annual incentive plan bonus, incentive compensation, long-term incentive program, shift differential etc.>> ​

​Benefits for this role may include health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance. To review available benefits, please click here: https://www.usfoods.com/careers/benefits.html.

***EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status***