{"id":2726274,"url":"https://alion.io/job/slice-supervisor-phone-operations","title":"Supervisor, Phone Operations","company":{"id":685988,"name":"Slice","domain":"slice.careers","url":"https://alion.io/company/slice-5","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":80,"open_postings":24,"ghost_share":0.25,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":63,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Debar, North Macedonia","Skopje, North Macedonia"],"countries":["MK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":24000,"max_usd":70000,"period":"year","method":null,"sample_n":18873},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Gmail","optional":false},{"name":"Google Workspace","optional":false},{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2026-10-16T12:22:07Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-17T11:15:32Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":1},"description":"Supervisor, Phone Operations\nLocation: North Macedonia & Pristina, Kosovo\nWe believe independent restaurants deserve the same advantages as big chains without giving up their independence.\nIlir Sela started Slice in his family’s pizzerias, where he saw firsthand what it takes to run a local shop. Now we’re taking everything we’ve learned beyond pizza, to taquerias, delis, burger joints, and other neighborhood staples.\nWe put technology, marketing, buying power, and support to work for more than 15,000 restaurants, so owners spend less time on admin, marketing, and order management and more time growing their business. They remain independent, but never alone.\nWe’re growing our team to help bring this next chapter to life. That’s where you come in.\nThe Challenge to Solve\nBuild and lead customer-obsessed teams that help thousands of independent pizzerias never miss an order.\nThe Role\nAs a Supervisor for our Phone team, you'll lead a team of Community Team Leads and oversee day-to-day operations across multiple pods and shifts. You'll be responsible for driving performance, building accountability, and creating consistency across the operation so every team delivers a great experience to both our restaurant partners and their customers.\nThis is a hands-on leadership role for someone who loves coaching people, solving problems, and using data to drive results. You'll spend your time developing Team Leads, improving operational performance, managing escalations, and ensuring the systems, processes, and expectations that drive a high-performing operation are consistently executed.\nMost importantly, you'll be relentlessly focused on the customer experience. Every missed call is a missed opportunity for one of our restaurant partners. You'll lead teams that understand what's at stake and take pride in delivering a great experience on every interaction.\nKey focus areas include:\nCoaching, developing, and holding Team Leads accountable through regular 1:1s, feedback, and performance management.\nDriving operational performance across pods and shifts, including service levels, answer rates, staffing execution, and adherence.\nCreating consistency across coaching, QA, scorecards, and performance expectations.\nManaging escalations across teams and shifts while identifying root causes and driving long-term solutions.\nPartnering with GTM, Implementations, Product, and Operations teams to improve the experience for our restaurant partners.\nSupporting onboarding and hypercare efforts for new Phones customers.\nMonitoring timecards, attendance, and workforce management metrics to ensure operational reliability.\nBuilding a culture of accountability, ownership, teamwork, and customer obsession.\nPartnering with People Business Partners to address employee relations and performance matters.\nProviding feedback and recommendations that improve processes, tools, and the overall Phones experience.\nThe Team\nThe Phone team exists to make life easier for independent pizzeria owners. By handling phone orders on their behalf, we help restaurants focus on making great food, serving customers, and growing their businesses. You'll play a critical role in helping us deliver on that promise every day.\nThe Winning Recipe\nCustomer obsessed. You understand that every missed call can mean a missed order for a small business owner, and you build teams that treat every interaction accordingly.\n2+ years of operational leadership experience with a strong track record of coaching and developing people.\nExperience leading frontline teams in a contact center, customer support, operations, or service environment.\nStrong performance management skills and experience holding teams accountable to high standards.\nComfortable using operational metrics and dashboards to identify issues, spot trends, and drive action.\nExperience managing Team Leads, Supervisors, or other frontline leaders.\nStrong organizational skills and the ability to manage competing priorities in a fast-paced environment.\nExcellent written and verbal communication skills, including the ability to engage effectively with senior leaders and restaurant owners.\nFamiliarity with contact center technology, including phone systems, CRMs, workforce management, or messaging tools.\nIntermediate proficiency with Google Workspace tools, including Sheets, Docs, Gmail, and Slack.\nEnglish proficiency at C1 level or higher, both written and spoken.\nWillingness to work flexible hours, including evenings and weekends as needed.\nNice to Have\nExperience managing organizations of 50+ employees through multiple layers of leadership.\nExperience in workforce management, scheduling, or capacity planning.\nExperience supporting operational process improvement initiatives.\nExperience in a high-growth technology, marketplace, or customer operations environment.\nThe Extras\nAt Slice, you'll have the opportunity to make a direct impact on thousands of independent businesses while building your career alongside talented teammates who care deeply about our mission.\nPizza brings people together. Slice is no different. We are committed to building a diverse and inclusive workplace where everyone has the opportunity to thrive.","description_format":"text","description_chars":5199,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Kosovo","iso":null,"kind":"country"},{"name":"North Macedonia","iso":"MK","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["E-commerce Platforms","Marketplaces"],"lifecycle":[{"event":"open","at":"2026-10-16T16:23:50Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":63,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/slice-supervisor-phone-operations","json_url":"https://alion.io/job/slice-supervisor-phone-operations.json","meta":{"generated_at":"2026-10-17T13:00:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17416,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":685988},"rest":"https://alion.io/mcp/rest/get_company?id=685988"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fslice-supervisor-phone-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fslice-supervisor-phone-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fslice-supervisor-phone-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/slice-supervisor-phone-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fslice-supervisor-phone-operations"}]}