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Über
The Operations Supervisor is responsible for ensuring high job reliability, service quality, and SLA compliance for enterprise partners. This role owns end-to-end workforce execution, cleaner performance management, and operational stability to deliver a consistent and professional client experience.
The primary objective is to maintain 98 percent or higher job completion rates, minimize last-minute cancellations, and ensure structured operational control.
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Key Responsibilities
1. Workforce Management and Allocation
• Build and manage a dedicated pool of vetted, high-performing cleaners.
• Assign jobs based on reliability, proximity, and skill fit.
• Maintain backup cleaner coverage for scheduled jobs.
• Monitor cleaner availability and proactively address capacity gaps.
• Bundle shorter jobs under six hours where possible to improve commitment and reduce cancellations.
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2. Reliability and Attendance Oversight
• Implement 24-hour and same-day job confirmations.
• Monitor arrival times and enforce punctuality standards.
• Track cancellation trends and enforce a performance-based strike policy.
• Reduce last-minute reschedules and no-shows through proactive follow-ups.
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3. Quality Assurance
• Monitor service quality through ratings, feedback, and audits.
• Ensure cleaners follow company standard operating procedures and professional conduct policies.
• Address underperformance through coaching, retraining, or removal.
• Prevent direct client coordination or unauthorized payment handling by cleaners.
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4. Partner and SLA Management
• Maintain fast response times to partner inquiries, targeting 15 to 30 minute response during business hours.
• Own issue resolution from escalation to closure.
• Provide weekly performance reporting including completion rate, cancellations, on-time arrival, and quality score.
• Identify recurring operational risks and implement corrective action plans.
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5. Operational Planning and Performance Tracking
• Track and report key performance indicators:
• Job completion rate
• Cancellation rate
• On-time arrival rate
• Boost dependency rate
• Average response time
• Identify jobs that fall below minimum earning thresholds and flag for adjustment.
• Support pricing and payout strategy improvements to reduce workforce instability.
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Qualifications
• Three or more years in operations, logistics, workforce management, or service delivery
• Strong organizational and problem-solving skills
• Experience managing field teams or contractor-based workforce
• Ability to analyze performance metrics and implement corrective actions
• Strong communication and escalation management skills
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Success Metrics
• 98 percent or higher job completion rate
• Cleaner cancellation rate below 3 percent
• Late arrival rate below 5 percent
• Improved partner satisfaction and retention
• Reduced dependency on boosts for job coverage
Contract duration of less than 1 month.
Mandatory skills: Customer Care, Communications, Administrative Support, Data Entry
Sprachkenntnisse
- English
Hinweis für Nutzer
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