Overview

Supervise and maintain standard operating procedures for Remote Solutions ROI team. Primary responsibilities include: ensuring consistent excellent quality and productivity standards within the team, with a focus on metrics management, staff skill building, training, coaching and mentoring to ensure client satisfaction and continuous improvement. A keen ability to lead by example, build a positive work environment and motivate employees to reach aggressive performance goals is a must.

Responsibilities

• Assess and appraise employee performance and productivity. Complete corrective action and employee counseling as necessary.
• Develop and oversee employee training programs.
• Supervise daily workflows and make appropriate resource adjustments as required.
• Conduct scheduled team meetings as applicable. Assist with coordination of quarterly one on one meetings with staff.
• Produce departmental performance reporting and procedural documentation for Management where needed.
• Monitor client specific turn around times and other deadlines.
• Monitor quality of responses to client facilities by MRO staff.
• Client interface:
  • Interface with multi-level client contacts regarding escalated issues.
  • Partner with internal interdependencies.
  • Answer questions, resolve problems and recommend corrective actions to address client issues.
• Provide support and management oversight of Remote Solutions Team:
• Ensure quality and productivity standards are being upheld.
• Monitor production and turnaround data via system generated reporting.

Qualifications

• Bachelor’s degree or equivalent combination of college and experience.
• Highly self-motivated, professional, take-charge attitude.
• Proficiency with Microsoft Office.
• Experience with phone groups or customer service environments.
• Proven track record of progressive leadership experience and success.
• Ability to motivate, inspire, mentor and coach others while maintaining a high-performing team within a positive, supportive work environment.
• Experience and comfort level with metrics management.
• Ability to think strategically and develop logical and creative solutions to challenging problems.
• Dependable, strong organizational skills, excellent written and verbal communication skills and an attention to detail.

USD $70,000.00 - USD $80,000.00 /Yr.