Office Supervisor (San Jose, Ca)

EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
Description

Job Title:

Office Supervisor – On Site | Management/Consulting Firm
Department:

Quality Assurance Operations
Office Location:

San Jose, CA
Reports to:

Vice President
FLSA Status:

Salary, Exempt
Schedule:

Monday – Friday
Wage Range:

$70,000.00-$75,000.00/Annual
THE COMPANY
Since 1991, R&D Transportation Services, Inc. (R&D) has successfully worked with California Regional Centers and School Districts to deliver a comprehensive transportation broker model that consists of Scheduling, Billing and Contract Administration, Customer Service Center, and Quality Assurance for Field Operations. Although not a direct transportation service provider, R&D coordinates with vendors to ensure that they operate safe, reliable, and efficient transportation services for people with developmental and physical disabilities.
POSITION SUMMARY
R&D is searching for an Office Supervisor for our San Jose (CA) office. This position will supervise the local office that provides professional services that are essential to accomplish the company's organizational mission to promote safe, efficient, reliable, and cost-effective transportation solutions for our clients. This role will require a strong customer service background to ensure contractual compliance goals and performance objectives align with high-quality operations and customer service measures. The office supervisor will support the team assigned to the project area to achieve contractual service requirements and performance targets. In this capacity, this position will supervise the office operations, and will guide and develop team members who are employed in a range of positions assigned to the project area that include and/or are not limited to the following roles: Scheduler, Customer Service Representative, Incident Compliance Specialist, and QA Specialist.
ESSENTIAL DUTIES AND RESPONSIBILITIES

include, but are not limited to the following:
Supervise office operations, uphold customer service standards, and support human resource-related activities
Supervise staff to ensure all employees are clear on work priorities and activities, and maintain high levels of customer service
Execute planning and operational activities to ensure branch goals and objectives are achieved
Conduct daily huddles and communicate company goals, business strategies, new initiatives, and expectations to all staff
Monitor performance to ensure metrics are met and appropriate action plans are in place to enhance customer satisfaction
Oversee office performance measures and compliance, to effectively manage risk and ensure positive internal audit ratings
Identify training needs, identify career progression opportunities and partner with staff to create professional development plans as well as perform supervisory duties including performance evaluations, hiring, coaching and progressive disciplinary action as appropriate
Support the recruitment/selection of staff across business operations roles within the branch and onboarding process
Assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding R&D, its clients and communities represented, by driving compliance with applicable laws, rules and regulations, adhering to policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with personnel to uphold service standards.
Builds partnerships with customers, resolves, and responds to escalated customer questions, complaints, and/or comments as they relate to the project area.
Prepares comprehensive reports, correspondence, and presentations.
Builds and maintains strong business relationships with customers and vendors.
Generates reports and carries out special projects as requested to support organizational goals.
Other duties assigned to meet the needs of the business.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed herein are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Bachelor's degree from an accredited college/university in Business, health and human services or related fields.
Minimum ten years' progressively responsible experience in Compliance Management and/or Quality Assurance; five or more in a supervisor role or equivalent combination of education and experience
Experience supporting branch sites/locations; ability to guide and direct a team is required.
Proven leadership ability, industry-specific knowledge gained through experience.
Demonstrated leadership ability with team building and staff development and/or proven track record in project management leading team(s) to perform optimally in accordance with contractual/budgetary requirements.
Strong conflict resolution skills and techniques.
KNOWLEDGE
Theories, principles, practices of passenger transportation planning in the area of ADA
Applicable local, state, and federal laws, rules, and regulations; governing regional center transportation policy
Applicable California Vehicle Code, California Code of regulations, and Title 17
R&D transit operations, including scheduling parameters, policies and procedures
Passenger transit system safety culture, operations, and scheduling
Organization and processes of local, regional, and state government, including legislative regulations
Financial, analytical, statistical, and mathematical methods and procedures
ABILITIES
Excellent problem solving and critical thinking skills
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to respond effectively to the most sensitive inquiries or complaints.
Excellent numeracy skills that include advanced mathematics, algebra, geometry, statistics, an ability to interpret bar graphs
Understand, interpret and apply laws, rules, and regulations, policies, procedures, contracts, budgets, and labor agreements
Analyze situations, identify problems, recommend solutions, and evaluate outcome
Ability to communicate effectively orally and in writing
Interact professionally with various levels of employees and outside representatives
Professionally represent R&D before our customers
Think and act independently
Conduct comprehensive studies and analyses
Establish and implement relevant policies and procedures
Experience working with Geographic Information Systems (GIS) routing and planning technologies is preferable.
Computer proficiency in Windows 10/11 and Microsoft Office Applications
Working knowledge of payroll processing, use of Paychex (or equivalent) platform preferred
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to use hands to finger, handle, or feel mostly in the use of a computer keyboard and mouse; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and color vision for use of the computer and the color differentiations in the computer routing programs.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Position Requirements
Full-Time/Part-Time

Full-Time
Exempt/Non-Exempt

Exempt
Location

R&D Transportation Services, Inc. - San Jose Office
About the Organization

Since 1991, R&D Transportation Services, Inc. (R&D) has successfully worked with California Regional Centers and School Districts to deliver a comprehensive brokerage model that consists of Scheduling, Billing and Contract Administration, Customer Service Center, and Quality Assurance for Field Operations. Although not a direct transportation service provider, R&D coordinates with vendors to ensure that they operate safe, reliable, and efficient transportation services for people with developmental and physical disabilities.
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