5+ years in service center or operations management
3+ years of supervisory experience leading teams
Expertise in budget management and financial analysis
Strong knowledge of KPIs and data-driven decision-making
Proven track record in implementing process improvements
Excellent leadership and interpersonal skills
Strong organizational and time management abilities
Proficient in service center management software and business applications
Experience with quality assurance and customer service standards
Knowledge of workforce scheduling practices
Problem-solving skills and strategic decision-making abilities
Excellent communication skills
Preferred: Experience with Lean or Six Sigma methodologies
Preferred: Background in customer service or call center operations
Responsibilities
Lead and mentor a diverse team of service center professionals
Establish and monitor KPIs for service quality and efficiency
Manage operational budgets and optimize resource allocation
Implement process improvements to enhance efficiency
Oversee scheduling and workforce management
Conduct performance reviews and provide feedback
Ensure compliance with company policies and industry regulations
Analyze performance metrics to identify trends and opportunities
Maintain communication with senior leadership on operational status
Foster a customer-centric environment and address escalated concerns
Recruit and retain top talent for the service center team
Benefits
Comprehensive benefits package including paid time off
Health, dental, and vision insurance
Life insurance
Tuition reimbursement
Paid volunteering opportunities
401(k) plan participation starting January 1, 2027
Union employees have benefits outlined in a collective bargaining agreement
Full Job Description
Job Description
We 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 Information
Benefits: Comprehensive benefits package includes paid time off policies, as well as health, dental, vision, life insurance, tuition reimbursement, paid volunteering and more. In addition, commencing no later than January 1, 2027, benefits package will include participation in an employer sponsored 401(k) plan, to save for retirement. Pay and benefits for employees represented by a union are outlined in their collective bargaining agreement.
