CRC Area Manager (Overland Park, KS)

CRC Area Manager

The CRC Area Manager provides direct support and leadership to the customer service team(s) while maintaining a matrixed relationship to Area Field Leadership. This position is responsible for the execution of defined processes and procedures to ensure consistent and effective delivery of customer service activities within their defined Area. As an influential leader within the CRC they must deliver results while driving our Customer Zeal philosophy.

Principle Responsibilities:

• Primary responsibility for Customer Service Area based performance
• Maintains influential partnerships with their Area leadership teams, interacting regularly and participating in regular cadences to review Area outcomes and root cause any opportunities for better service
• Performs all responsibilities related to the management of the CRC staff including, but not limited to, managing, training, hiring, coaching, motivating, mentoring, developing, scheduling and directing an Area team.
• Establishes and maintains a Customer Zeal service culture that meets assigned targets for operational and key financial performance objectives.
• Builds strong relationships and provides customer service expertise to support functional counterparts
• Works closely with Division, Area, and Corporate personnel as a key stakeholder to support and evaluate any change management initiatives that would impact their core business processes and procedures. They should partner with internal Director(s) to advocate and implement appropriate action plans as the business continues to evolve.
• Champions Performance Management as the Republic Way for engaging leaders and their team members. Utilizes Performance Management Standard Operating Procedures to consistently exceed performance measurements and/or key business milestones.
• Drives performance results by setting a clear agenda for their Area and enabling their Supervisors to execute on team quality and productivity standards and metrics
• Analyzes and ensures goals (service & sales) are met and provides guidance when hurdles associated with goals are encountered with future recommendations.
• Monitors, evaluates, and analyzes metrics relating to productivity and profitability to ensure operating requirements and Corporate objectives are met. This includes quality assurance evaluations, metrics reports, and dashboards for the CRC and each team.
• Relentlessly fosters a diverse and inclusive environment while nurturing and supporting employee engagement. Inspires others to engage in new ways.
• Translates and communicates the CRC Strategy into action for Supervisors, ensuring the cascade to their entire organization
• Trains and educates Supervisors as assigned, by providing guidance and opportunities to onboarding and continuous training with expectation of increasing and enhancing their knowledge and skills in order to build progression and succession planning within the Customer Experience Organization.
• Performs other job-related duties as assigned or apparent.

Qualifications:

• Leadership experience in a large call center environment.
• Has the ability to identify the information needed to clarify a situation; seeks information from appropriate sources; has the ability to tackle a problem using a logical, sequential approach and can anticipate the implications of actions
• Good written and verbal presentation skills.
• Experience using bilingual skills, particularly Spanish, in a business environment.

Minimum Qualifications:

• High School Diploma or G.E.D.
• Minimum of 5 years of customer service supervision or management experience.
• Experience with Salesforce and MS Office software applications.
• Experience with handling multiple deadlines in a fast paced, constantly changing environment.

This position will be in office at 7301 College Blvd, Suite 210, Overland Park, KS 66210

Rewarding Compensation and Benefits

Eligible employees can elect to participate in:

• Comprehensive medical benefits coverage, dental plans and vision coverage.
• Health care and dependent care spending accounts.
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• Retirement plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).
• Paid Time Off (PTO)

Benefits:

The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

EEO STATEMENT: Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law. For any concerns relating to Republic Services' commitment to equal opportunity employment, you may contact the AWARE Line at 1-866-3-AWARE-4.