Job DescriptionWe are seeking an experienced and results-driven Service Center General Manager to lead our operations in Hanceville, United States. In this pivotal leadership role, you will oversee all aspects of our service center, driving operational excellence, maximizing team performance, and ensuring exceptional customer satisfaction. The ideal candidate will demonstrate strong management capabilities, strategic thinking, and a commitment to continuous improvement.
- Lead, mentor, and develop a diverse team of service center professionals, fostering a culture of accountability, collaboration, and continuous learning
- Establish and monitor key performance indicators (KPIs) to ensure service quality, efficiency, and customer satisfaction targets are consistently met
- Manage operational budgets, control costs, and optimize resource allocation to maximize profitability while maintaining service standards
- Implement process improvements and operational best practices to enhance efficiency, reduce turnaround times, and streamline workflows
- Oversee scheduling, staffing levels, and workforce management to ensure adequate coverage and optimal team utilization
- Conduct regular performance reviews, provide constructive feedback, and develop career advancement opportunities for team members
- Ensure compliance with company policies, industry regulations, and quality assurance standards
- Analyze performance metrics and generate reports to identify trends, opportunities, and areas requiring corrective action
- Maintain strong communication with senior leadership, providing regular updates on operational status and strategic initiatives
- Foster a customer-centric environment by implementing service excellence standards and addressing escalated customer concerns
- Recruit, onboard, and retain top talent to build a high-performing service center team
Qualifications- 5 years of progressive experience in service center management, operations management, or a related field
- 3 years of direct supervisory or management experience leading teams of varying sizes
- Proven expertise in budget management, financial analysis, and cost control
- Strong knowledge of performance metrics, KPI tracking, and data-driven decision-making
- Demonstrated ability to implement process improvements and operational efficiency initiatives
- Excellent leadership, motivational, and interpersonal skills with the ability to inspire and develop team members
- Strong organizational and time management skills with the ability to prioritize multiple initiatives
- Proficiency in service center management software and standard business applications
- Experience with quality assurance programs and customer service excellence standards
- Knowledge of workforce scheduling and labor management practices
- Problem-solving abilities and sound judgment in making strategic decisions
- Excellent written and verbal communication skills
- Preferred: Experience with Lean, Six Sigma, or other continuous improvement methodologies
- Preferred: Background in customer service or call center operations
Additional InformationClean Earth offers competitive benefits including health, dental, vision, life, and disability insurance plans starting on the first day of employment; paid time off, wellness benefits, employee discount program, tuition assistance, and a 401k with company matching.
