Tradesmen International, Inc. Shared Service Center / Call Center Director in Macedonia, Ohio

Description

Shared Service Center Director supervises daily operations and team members aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive. The Shared Service Center is a call center environment consisting of National Recruiters, Administrative Assistants, and Sales Representatives.

This is a unique opportunity to get in at the ground floor of building a centralized service center at our corporate headquarters, near Cleveland, OH. The goal is to do everything possible to attain goals and achieve great results for our company.

Responsibilities:

  • Design and build the Shared Service Center to manage the core functions of our business: sales, recruiting and administration. Develop objectives for the call center’s day-to-day activities.

  • Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)

  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics, etc.)

  • Assume responsibility of budgeting and tracking expenses.

  • Hire, coach, and provide training to personnel to maintain high customer service standards.

  • Monitor and improve ordering, telephone handling, and other procedures.

  • Evaluate performance with key metrics (accuracy, call-waiting time, etc.)

  • Prepare reports for different departments or upper management.

Requirements

Requirements:

  • Bachelor’s Degree in Business or related field.

  • Proven experience as call center manager or similar position.

  • Experience in customer service is required.

  • Experience in centralizing business functions.

  • Knowledge of performance evaluation and customer service metrics.

  • Solid understanding of reporting and budgeting procedures.

  • Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.).

  • Proficient in MS Office and call center equipment/software programs.

  • Certified Call Center Manager (e.g. CCCM) or equivalent certification is a plus.

  • Flexibility to work varied hours of the day depending on call center operation.

Skills, Abilities, and Competencies:

  • A hands-on leader with strong relationship development and interpersonal skills who can command respect and confidence from all stakeholders.

  • A proven developer of talent who knows how to engage and inspire a tem to get the most and best out of the people he/she has; sets and communicates guiding goals; measures accomplishments, holds people accountable, gives useful feedback; delegates and develops; keeps people informed; and provides coaching for today and for the future.

  • Collaborative, yet willing to challenge views. A team player with a reputation for building strong teams and promoting capable individuals.

  • A doer, someone who comfortable rolling up his/her sleeves and becoming involved in the details of the business.

  • A detail/facts-oriented, knowledgeable, results-focused leader who can build a strong case for and support business initiative.

  • An exceptional communicator who can translate issues into easily understood business decisions, and build confidence and trust within the organization.

  • Demonstrate strong operational management, including business discipline and process optimization.

  • Excellent organizational and leadership skills with a problem-solving ability.

  • They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements.

Company Details

About Tradesmen International, LLC

Tradesmen International is recognized across North America as the construction industry's premier source for high-caliber skilled tradespeople. We have more than 150 office locations and are proud to employ a team of over 10,000 office, service and craft professionals. We are looking for a demonstrated leader who can work collaboratively to support the company’s continued growth. This position is located at the Corporate Headquarters in Macedonia, OH, which is a suburb of Cleveland.

Our company is full of success stories where our people embrace game-changing challenges and are rewarded with excellent advancement opportunities. We have a fun and winning culture.

Tradesmen is rapidly growing and was purchased by Blackstone Private Equity in February 2017.

About The Blackstone Group

The Blackstone Group is a leading global alternative asset manager and provider of financial advisory services. It is one of the largest independent alternative asset managers in the world. Its alternative asset management businesses include the management of corporate private equity funds, real estate opportunity funds, funds of hedge funds, mezzanine funds, senior debt funds, proprietary hedge funds and closed-end mutual funds.

About Compensation and Benefits

  • A highly competitive mix of base salary and variable compensation.

  • Benefits including company sponsored healthcare insurance, 401(k) retirement plan, and paid-time off.

Recruiter Name

Diana Krizanic

Location

US-OH-Macedonia

Req ID 2018-186829IN

Category Other

Job Board IN

Travel None

Location US-OH-Macedonia