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Senior Operations Supervisor

Senior Operations Supervisor

222 W Adams St, 11th Floor
Chicago, Illinois, 60606
United States

West Monroe isn’t a start-up consulting firm, but we act like one.
From day one, our people have the opportunity to make a definitive personal impact for their clients and their careers. We seek out the best of the best, and then we challenge them to make us better. We celebrate driven professionals who thrive in a collaborative environment. Our teams work on front lines – partnering with clients to deliver game changing solutions in the most dynamic industries.

Are you up for the challenge?
West Monroe Partners is currently seeking a Senior Operations Supervisor to help manage the daily operations of the team.

This position’s primary responsibility will be to ensure our services are delivered to West Monroe employe es in a professional and timely manner following defined processes. Additionally, you’ll oversee forecasting schedules for our operations center to ensure balance between support, maintenance and projects. In short, ensure tasks are completed the right way and at the right time.

Responsibilities include:
* Ensure internal processes are being followed by the team. Help with continued development of process to meet the changing needs of our business and clients Queue management, task follow up and quality control
* Oversee demand management process for resource scheduling.
* Provide feedback to staff with regards to day-to-day operational performance
* Work to improve process and client satisfaction, partnering with Service Delivery Managers to ensure client expectations are met
* Assist with issue resolution and be an escalation point for support staff
* Help manage internal projects
* Work with operational managers to identify gaps in delivery, staffing, and skills, and help formulate plans to remediate those gaps
* Act as formal Career Advisor for team members. Meet with direct reports to provide feedback based on KPIs, goals and career model. Provide career development guidance, and complete biannual and annual performance evaluations for direct reports

Specific skills include, but are not limited to, the ability to:
* Demonstrated ability to exercise excellent independent judgment and display initiative in a leadership capacity
* Prior team lead, supervisory or resource management experience
* Excellent organizational and follow-up skills with strong attention to detail
* Superior customer service skills and experience in a client-facing role
* Understanding of technical environments related to IT infrastructure of an organization. Be able to dig in when issues are escalated to help troubleshoot and resolve an issue
* Effective and positive role model, mentor and leader

Requirements:
* 6 + total years of progressively responsible roles relating to technical operations
* Background in ITIL and Knowledge Management processes preferable
* Has experience with technology projects and has “been there, done that”
* Strong analytical and problem-solving experience
* Excellent organizational, verbal and written communication skills
* Proven troubleshooting skills

West Monroe Partners is an Equal Employment Opportunity Employer -
We believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit, experience, and potential, without regard to race, color, national origin, sex, sexual orientation, gender identity, marital status, age, religion, disability, veteran status, or any other characteristic prohibited by federal, state or local law.

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • AccessDatabases
    • CassandraDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases

Location

222 West Adams Street , Chicago, IL 60606

An Insider's view of West Monroe Partners

How do you collaborate with other teams in the company?

West Monroe's collaborative culture allows you to grow professionally by working across practices, industries and offices - all while creating value for the client.

Kirsten

Senior Consultant, Mergers & Acquisitions

What makes someone successful on your team?

If you refuse to shy away from a challenge and enjoy working with an intelligent group of people that genuinely care about those around them, your success will be imminent at West Monroe.

Adam

Manager, Advanced Analytics

What are West Monroe Partners Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

Where you decide to build your career is one of the most important decisions you will make. Our hope is you see the value of building it here at West Monroe Partners. As a firm, we strive to provide a total rewards model that illustrates our commitment to our people and their growth, creating value today, tomorrow and well into the future.

We invest in you. At West Monroe Partners, we don't just give lip service to the philosophy that people matter. We invest in it, through an attractive package of rewards that promotes your health and well-being, your financial future, your development, and your satisfaction and enjoyment at work.

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