Production Manager
Company: Allied Dispatch Solutions
Location: Johnson City
Posted on: January 7, 2021
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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.
Responsibilities
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.
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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here to apply!
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