CRC Area Manager

Republic Services•Walnut Creek, CA

2d•Hybrid

About The Position

The CRC Area Manager provides direct support and leadership to the customer service team(s) while maintaining a matrixed relationship to Area Field Leadership. This position is responsible for the execution of defined processes and procedures to ensure consistent and effective delivery of customer service activities within their defined Area. As an influential leader within the CRC they must deliver results while driving our Customer Zeal philosophy.

Requirements

Leadership experience in a large call center environment.
Has the ability to identify the information needed to clarify a situation; seeks information from appropriate sources; has the ability to tackle a problem using a logical, sequential approach and can anticipate the implications of actions
Good written and verbal presentation skills.
Experience using bilingual skills, particularly Spanish, in a business environment.
High School Diploma or G.E.D.
Minimum of 5 years of customer service supervision or management experience.
Experience with Salesforce and MS Office software applications.
Experience with handling multiple deadlines in a fast paced, constantly changing environment.

Responsibilities

Primary responsibility for Customer Service Area based performance
Maintains influential partnerships with their Area leadership teams, interacting regularly and participating in regular cadences to review Area outcomes and root cause any opportunities for better service
Performs all responsibilities related to the management of the CRC staff including, but not limited to, managing, training, hiring, coaching, motivating, mentoring, developing, scheduling and directing an Area team.
Establishes and maintains a Customer Zeal service culture that meets assigned targets for operational and key financial performance objectives.
Builds strong relationships and provides customer service expertise to support functional counterparts
Works closely with Division, Area, and Corporate personnel as a key stakeholder to support and evaluate any change management initiatives that would impact their core business processes and procedures. They should partner with internal Director(s) to advocate and implement appropriate action plans as the business continues to evolve.
Champions Performance Management as the Republic Way for engaging leaders and their team members. Utilizes Performance Management Standard Operating Procedures to consistently exceed performance measurements and/or key business milestones.
Drives performance results by setting a clear agenda for their Area and enabling their Supervisors to execute on team quality and productivity standards and metrics
Analyzes and ensures goals (service & sales) are met and provides guidance when hurdles associated with goals are encountered with future recommendations.
Monitors, evaluates, and analyzes metrics relating to productivity and profitability to ensure operating requirements and Corporate objectives are met. This includes quality assurance evaluations, metrics reports, and dashboards for the CRC and each team.
Relentlessly fosters a diverse and inclusive environment while nurturing and supporting employee engagement. Inspires others to engage in new ways.
Translates and communicates the CRC Strategy into action for Supervisors, ensuring the cascade to their entire organization
Trains and educates Supervisors as assigned, by providing guidance and opportunities to onboarding and continuous training with expectation of increasing and enhancing their knowledge and skills in order to build progression and succession planning within the Customer Experience Organization.
Performs other job-related duties as assigned or apparent.