Mgr I - SSC Operations - Service in Clearwater, FL at PODS

Date Posted: 9/3/2020

Job Snapshot

Job Description

JOB SUMMARY

Responsible for management of Sales and Service Supervisor team while driving process improvement across the organization. Oversee, managing, and implementing Sales and Service Center customer service strategies for moving and storage programs.  Assist in defining work flows and processes that will drive improvements in customer satisfaction, employee engagement and attrition.  Monitor market conditions, demographics and competitive landscape to develop recommendations that ensure a competitive edge in the long distance and local moving and storage industry. Work closely with all internal partners (Logistics, Corp Ops, etc.) in identifying and resolving issues impacting customer service.  

ESSENTIAL DUTIES AND RESPONSIBILITIES 

People Leadership:

  • Lead by example - Understand and use PODS core values as guidelines to lead and support Supervisors in delivering support and growth to all associates.
  • Leader Development - set/communicate objectives, provide consistent motivation and proactive coaching to ensure professional development
  • Cultivate a culture of customer first - reduce customer effort and continuously work to improve the customer experience
  • Delegate appropriate tasks/projects to facilitate professional growth, accountability and empowerment 

Outcome Management:

  • Improve Customer Satisfaction Survey scores through increased focus on customer experience, associate empowerment, process standardization and decreased customer effort
  • Understand and manage standards, metrics, performance criteria, policies and procedures to improve productivity/utilization
  • Review and develop customer service processes, guidelines and best practices for maintaining competitive edge
  • Work with management on forecasting activities and sets performance goals and objectives accordingly
  • Work with WFM to manage call routing, ensure schedule adherence, and monitor attendance/punctuality
  • Maintain staffing levels to support business needs 

Process Improvement:

  • Evaluate current processes, procedures and overall efforts for improvement through innovation
  • Hold round tables and fact finding missions to better understand the processes that shape the associate experience and impact the customer experience
  • Point of contact for the SSC for the crisis management and disaster recovery project
  • Understand the QA process and the ability to manage to it effectively (outlier management) and suggest improvements to drive change
  • Understand and handle HR issues and policies that affect Supervisors and Representatives
  • May perform other duties and responsibilities as assigned

Job Requirements

JOB QUALIFICATIONS: Education & Experience Requirements

  • Bachelor’s Degree Preferred, or an equivalent combination of education and experience may be considered
  • 5+ years of overall experience in telephone sales/call center sales
  • 3+ years of supervisory or managerial experience
  • Possess math skills sufficient to perform required duties
  • Or an equivalent combination of education, training or experience

Equal Opportunity, Affirmative Action Employer

PODS Enterprises, LLC is an Equal Opportunity, Affirmative Action Employer. We will not discriminate unlawfully against qualified applicants or employees with respect to any term or condition of employment based on race, color, national origin, ancestry, sex, sexual orientation, age, religion, physical or mental disability, marital status, place of birth, military service status, or other basis protected by law.

 

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