Manager Contract Direct Support Team
Full Time
Charlotte, Nc

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.


  • 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


  • 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