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 preferred 
  • Minimum of 3 years’ experience in customer service management
  • Demonstrated success in leading and managing people in a team-based environment 
  • Demonstrated track record of outstanding team building
  • Experience working in a team-oriented, collaborative environment
  • Proficient with Microsoft Office products (Excel, Word, Powerpoint), and web based

  •  Skilled at coaching team members and other colleagues
  • Ability to multitask and remain calm under pressure
  • Excellent oral and written communication skills to win and maintain confidence
    internally and externally at all levels to establish  “fair process”
  • Expert problem solver  
    • Ability to analyze and improve processes in a wide variety of functional areas 
    • Find simple answers to complex questions or problems
    • Use knowledge gained through prior experience, education, training to resolve
      issues and remove barriers
  • Ability to look beyond daily issues and drive strategic and/or long-term developments
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Strong organizational skills
  • Drive for results  
    • Motivates team while constantly driving towards key KPIs 
    • Maintains constant awareness of deliverables
    • Highly self-motivated and directed