Manager Contract Direct Support Team
Sales
Full Time
Charlotte, Nc
2019-03-30

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 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
    applications

    KEY COMPETENCIES
  •  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