Production Manager

Immediate Opening for Production ManagerThe Production Manager 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 Production Manager 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.ResponsibilitiesMonitors 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 neededEssential FunctionsManage performance of their team's floor productionWork a flexible schedule, including over-night hours and weekends, to assist with production management and manager trainingProcess reports on various performance metrics for individual Customer Solutions Specialists (CSSs) and their assigned teamMaintain up to date performance, attendance, and adherence data for all team membersTake dispatch phone calls when the need arisesUtilization of standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machinesBe available for 24-hour contact as necessary. This includes, but is not limited to, nights, weekends, and holidays.