[Hiring] Associate Manager, ROI @MRO Corporation

Role Description

Supervise and maintain standard operating procedures for Remote Solutions ROI team. Primary responsibilities include:

• Ensuring consistent excellent quality and productivity standards within the team.
• Focusing on metrics management, staff skill building, training, coaching, and mentoring to ensure client satisfaction and continuous improvement.
• Leading by example, building a positive work environment, and motivating employees to reach aggressive performance goals.

Responsibilities include:

• Assessing and appraising employee performance and productivity.
• Completing corrective action and employee counseling as necessary.
• Developing and overseeing employee training programs.
• Supervising daily workflows and making appropriate resource adjustments as required.
• Conducting scheduled team meetings as applicable.
• Assisting with coordination of quarterly one-on-one meetings with staff.
• Producing departmental performance reporting and procedural documentation for Management where needed.
• Monitoring client-specific turnaround times and other deadlines.
• Monitoring quality of responses to client facilities by MRO staff.

Client interface:

• Interface with multi-level client contacts regarding escalated issues.
• Partner with internal interdependencies.
• Answer questions, resolve problems, and recommend corrective actions to address client issues.

Provide support and management oversight of Remote Solutions Team:

• Ensure quality and productivity standards are being upheld.
• Monitor production and turnaround data via system-generated reporting.

Qualifications

• Bachelor’s degree or equivalent combination of college and experience.
• Highly self-motivated, professional, take-charge attitude.
• Proficiency with Microsoft Office.
• Experience with phone groups or customer service environments.
• Proven track record of progressive leadership experience and success.
• Ability to motivate, inspire, mentor, and coach others while maintaining a high-performing team within a positive, supportive work environment.
• Experience and comfort level with metrics management.
• Ability to think strategically and develop logical and creative solutions to challenging problems.
• Dependable, strong organizational skills, excellent written and verbal communication skills, and attention to detail.
• Ability to interact with all levels of employees and leadership.
• Experience with training, presentations, and running meetings is beneficial.
• Other related duties as assigned by management.

Benefits

• Base pay is one element of the total compensation package.
• Eligible employees may receive an annual cash bonus.
• Access to a comprehensive benefits offering, including medical, dental, vision, life insurance, and a 401(k) plan.

Salary Range

It is not typical for an individual to be hired at or near the top of the range. Individual pay may be influenced by factors such as skills, qualifications, experience, licensure, certifications, geographic location, and internal equity.

Pay Range: USD $70,000.00 - USD $80,000.00 /Yr.