POSITION SUMMARY
Operations Manager will report to the Regional Manager and handle all assigned staff and coordinate service deliverables by scheduling, communicating, and assigning team(s) to complete work as contracted or requested.
This includes daily/weekly/monthly dispatch of associated teams to fulfill contractual obligations, job costing for profitability, employee retention and hiring for current workload as well as collaboration with operational and sales teams for pipeline growth and forecasting staffing level needs. Site inspections and audits to ensure team members report promptly to their respective scheduled sites, providing quality work compliant with the contract expectations, responsible for mentoring and counseling staff when the need arises, terminating for behavior and/or in accordance with company policies. Mentorship, OTJ (on the job training) as it is site specific training.
The Operations Manager must have the ability to dispatch accordingly and be on the “pulse” of staff placement, routing and availability for opportunities which will arise at the request of the client. This role has a requirement to be available and on call to handle such requests seven (7) days a week.
MAJOR RESPONSIBILITIES
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Schedule, Dispatch and Route team members daily / weekly / monthly.
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Maintain active schedules for all personnel
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Ensure team works the assigned & contracted hours and timecards reflects that accurately in company payroll system
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Maintain active job costing tools, and keep accurate, & up to date routing schedules
- Proper record keeping, photos, inspections, reports, and work performed on site by team members required
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New Hire On-boarding, Off-boarding,
- Responsible for new hire paperwork to be completed and turned in prior to new employee working. This includes preparing all tools, equipment, technology, uniforms, and access to perform duties effectively.
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Responsible for terminating team members per company guidelines and re-acquiring all company owned/issued items.
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Responsible to mentor, coach, and counsel team members to ensure accountability, quality, professionalism, and safety. Provide documented counseling forms as necessary.
- Training and Safety
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Onboard staff and train to the job description assigned.
- Provide consistent follow up and build quality expectations for thorough services.
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Hold regular training meetings to adhere to code of safe practices and promote safety culture and accountability for safety on the jobsites
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Responsible to complete & submit to Human Resources all incident reports associated with vehicle accidents and/or employee injury incident. This includes all necessary HR reporting and gathering of field information.
- Work Execution / SOW training / Equipment Training
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Train and show team members how to complete job tasks efficiently & effectively.
- Design and implement site specific job or task list that applies to service deliverable
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Work execution could involve a vendor, and it is your responsibility to advise and walk them through contractual expectations for work completion and standards
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Review, train and show employees how to operate & maintain necessary equipment
- Supplies / Inventory / Small Tools / Vehicles
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Responsible to purchase and provide team members with necessary supplies to perform work
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Ensure team has proper PPE needed to complete job functions
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Responsible to keep track and know inventory and tools in which were purchased or provided to team
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Responsible for all vehicles under management that they are clean, well maintained and branded properly. If equipment is heavy duty, then pre and post trip forms are required for DOT regulations
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Bidding & Processing VAS tickets
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Provide accurate quotes to ensure proper labor burden is used along with supply & material expenses are accounted for to get to company’s desired GP.
- This would include accurate bids to Account Management team & Sales team for presentation to customer
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Responsible to enter VAS tickets timely as needed for invoice processing each month
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Data Management / Client Contacts & E-mails
- Responsible to keep company data base updated with current customer information
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Runs reports for comparison to job schedule and job costing tools
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Identifies errors with data and communicates those to customer service support for correction
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Customer Service / Complaint follow ups / Service Inquiries
- Effectively, Timely, and professionally communicate internally with colleagues and externally with clients as required
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Promptly follow up with customer issues / complaints and execute corrective actions in the field and close the loop effectively and timely
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If clients have questions or concerns it is your responsibility to handle any service inquiry they might have and close the loop with an effective response
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Walk sites under management with Account Managers, Subordinates, Vendors and Customers to ensure service deliverables are met and to satisfy the customers contractual requirements if client questions work performed
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Emergencies / Afterhours Requests
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Responsible to engage promptly if you were part of the contacted team members. You are the designated POC in this circumstance
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Promptly is defined within 1-1.50 hours of the request to communicate back to the requestor
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Because the request was delivered to you, please pass the request over immediately to a team member who can assist if it is not for your area or if this is something that requires other personnel to get involved.
QUALIFICATIONS
Position-Specific Skills
- Strong self-starter, proactive, takes initiative and exercise good judgement
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Strong time management, task management, organization, and prioritization skills
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Dependable, ethical, and honest.
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Ability to maintain a high level of confidentiality and exercise discretion.
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Performs work accurately with high attention to detail.
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Strong quantitative and analytical skills – can think and reason to solve a problem.
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Strong writer with grammatical fluency and ability to format documents using various software.
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Works gracefully under pressure and deadlines; ability to multi-task, ability to focus and meet strict deadlines.
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Enjoys a fast-paced environment; flexible as needed.
WORK ENVIRONMENT AND PHYSICAL DEMANDS
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Fast-paced environment with some moderate office level of noise and frequent interruptions.
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Must be able to perform administrative work and sit for extended periods of time.
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Must be able to drive and be on the road and in the field for extended periods of time
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Can lift 25-50 lbs.
EXPECTATIONS & DEVELOPMENT
As a team member of the company, we expect you to be accountable for your actions, to challenge existing processes and to grow both professionally and personally. This means having the willingness to claim 100% ownership for results, both individually and collectively with others and to “think outside of the box and take-charge mentality” when it comes to processes, policies, and strategies. It also requires seeking out new knowledge and skills and assisting others in growing similarly.
