Position Exempt StatusExemptWeekly Scheduled Hours40Scheduled Shift1st ShiftJob Description
Coordinate workflow within the team, including prioritizing jobs and delegating duties to associates.
Quality/Workflow compliance - demonstrate commitment and enthusiasm and utilization of quality tools to drive SLA attainment and exceed client expectations. Ensure service levels are clearly communicated, understood, and performed by on-site staff.
Coaching & counseling - create a positive atmosphere of professionalism and support. Provide honest and timely verbal and written feedback to employees; address performance issues with directness and sensitivity with guidance from manager and human resources.
Utilizes technology to perform tasks efficiently and demonstrates the ability to communicate effectively both orally and written.
Position may require Site Manager to perform site activities due to unanticipated volume increases, staffing coverage issues and/or special project needs requested by clients.
Understands basic information on core Exela service/solutions offerings to work effectively in generating leads for site growth and competitive take-aways.
Proven leadership experience required
Minimum of 2 years supervisory experience
Minimum of 3 years customer service experience
Effective customer relationship building skills, and uses creative solutions to exceed customer expectations
Demonstrates good judgment under pressure, and works well in a multi-tasking
Effective written and verbal communication skills; proven analytical skills
Solid, basic mathematical skills required
Excellent planning, prioritization and organizational skills
Proven experience in high volume/fast paced environment
Computer proficiency in email environments, MS Word/Excel or similar programs
High School Diploma required
Relevant industry specific certificates a plus (MQC, CMDSM, etc.)
Lifting up to a maximum of 55lbs. or the maximum allowed by current State law with or without accommodations
Ability to stand, sit and/or walk for long periods of time with or without accommodations
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
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