Manager Contract Direct Support Team
Sales
Full Time
Charlotte, Nc
2019-02-28

We are seeking an experienced team manager who is willing to own and oversee deliverance of high-quality levels of service to our customers. Your primary objectives will be to manage daily operations, drive consistency, aim for maximum efficiency and cost-effectiveness. Our ideal candidate is someone who leads by good example, exudes high energy, promotes openness, and who is driven to going above and beyond for our customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Deliver high levels of customer service through active leadership and effective communication
  • Supervisory objectives will include orienting, training, scheduling, planning, coaching, counseling and enforcing Electrolux policies and procedures
  • Maintain and improve operations by monitoring system performance; identifying and resolving problems; preparing action plans; completing system audits and analyses 
  • Manage customer-centric teams responsible for order to delivery – including any post-delivery issues that impact on-time closing
  • Prepare and publish daily, weekly, & monthly performance scorecard
  • In collaboration with other teams, identify, document and implement process improvements
  • Measure team performance against assigned KPI’s – customer support, quality, delivery
  • Perform scheduled performance appraisals, addressing individual team members’ improvement needs
  • Ensure consistent communication and performance measurements across all team functions
  • Hold team members accountable for individual performance, providing coaching as appropriate
  • Participate in operational report out for key KPIs to leadership
  • Recognize workload imbalances and adjust team activities appropriately to meet KPIs
  • Identify and resolve recurring performance problems within a team or individual

Minimum Qualification

  • Bachelor’s degree required and a minimum of 5 years’ experience in customer service management 
  • Track record of success in leading and managing people in a team-based environment 
  • Experience working in a team-oriented, collaborative environment
  • Proficient with Microsoft Office products (Excel, Word, Powerpoint), and web-based applications
  • Ability to remain calm under pressure while maintaining a positive attitude

 KNOWLEDGE, SKILLS, AND ABILITIES

  • Skilled at coaching, motivating & developing team members 
  • Excellent verbal and written communication skills 
  • Highly self-motivated, problem solver with the ability to oversee multiple projects simultaneously 
  • Ability to analyze and improve processes in a wide variety of functional areas  
  • Unparalleled customer service focus-someone who goes above and beyond
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Strong organizational skills