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Production Manager

Company: Allied Dispatch Solutions
Location: Johnson City
Posted on: January 7, 2021

Job Description:

Now Hiring For Experienced Managers !
Allied Dispatch Solutions is a rapidly growing company with a need for experienced managers to help oversee and empower our great customer service team. Allied Dispatch Solutions is a 24/7 roadside assistance dispatcher center serving all 50 US States, Puerto Rico, US Virginia Islands and Canada. Come be a part of our dynamic and growing team!
The Shift Supervisor is responsible for a team of 10-20 Customer Solutions Specialists (CSSs), including monitoring and reporting their team's performance on various company metrics. The role's responsibilities include answering team members' questions, monitoring the calls-holding queue, handling difficult cases, and taking in-bound calls to provide customer service when required.
The Shift Supervisor is a supervisory role and a full-time position for which the schedule will be relatively set for a specific shift and will include weekend shifts. The schedule might include some variation in days and hours to assist with the company's production management. The role reports to the Shift Lead.


  • Monitors team's performance for their shift and makes recommendations on employee status (promotions, FT, PT, termination, re-hire etc.).

  • Ensures and enforces adherence to various company policies, including the attendance policy, dress code policy, clean facility policy, etc.

  • Analyzes reports to evaluate current and past performance for their team members.

  • Engages with members relative to member complaints and escalations as needed.

  • Communicate with team members regarding changes in company policies, procedures, and expectations.

  • Identifies need for corrective actions or coaching/counselling and coordinates and assists with their execution.

  • Maintains harmony among workers and resolves grievances, including the Shift Lead or Human Resources department as needed.

  • Sends Team's phone panel to Payroll and Human Resources daily to ensure that their team members' timecards are entered correctly.
  • Works directly with the Shift Lead.

  • Communicate with Shift Lead regarding staffing needs.

  • Any other job assignments as needed

    Essential Functions

    • Manage performance of their team's floor production

    • Work a flexible schedule, including over-night hours and weekends, to assist with production management and manager training

    • Process reports on various performance metrics for individual Customer Solutions Specialists (CSSs) and their assigned team

    • Maintain up to date performance, attendance, and adherence data for all team members

    • Take dispatch phone calls when the need arises

    • Utilization of standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines

    • Be available for 24-hour contact with Allied Dispatch Solutions as necessary. This includes, but is not limited to, nights, weekends, and holidays.
      Required Qualifications/Skills

      • Problem Solving

      • Member/Partner Focus

      • Strong interpersonal skills (verbal and written)

      • Time Management

      • Analytical Skills

      • Self-Directed

      • Team oriented

      • Possesses a working knowledge of the Microsoft Office Suite, including Word, Powerpoint, and Excel

        Preferred Qualifications/Skills

        • Two years' management experience, especially in a contact center environment

        • Client Management, program management, or contracting experience

        • Bilingual English/Spanish or English/French

        • Bachelor's or Master's degree from an accredited institution

Keywords: Allied Dispatch Solutions, Johnson City , Production Manager, Executive , Johnson City, Tennessee

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