General Manager II

National Express•New Hampton, NY

18d

About The Position

The General Manager II is responsible for the overall performance and results of a customer service center (CSC). The role develops and executes CSC operating and business plans aligned with company objectives, manages budgets and priorities, and works to increase business, revenue, and margins. The General Manager leads and develops CSC staff, builds effective partnerships with customers and community stakeholders, and promotes customer retention through service-quality reviews and relationship management. The position also fosters a strong safety culture, identifies and addresses safety concerns, supports sales efforts for new business, and upholds the company’s ethical standards and child- and passenger-safeguarding commitments.

Requirements

Bachelor’s degree in business administration, management, or a related field, or 10 years of comparable experience.
At least 3 years of supervisory experience and P&L oversight.
Proven ability to meet service delivery expectations, including customer service and safety.
Knowledge of risk assessment to resolve customer issues without exposing the company to unnecessary risk.
Knowledge of the company, its service promise, services, capabilities, policies, procedures, and practices to effectively manage CSC personnel.
Knowledge of customer service best practices for building strong customer relationships.
Knowledge of contract administration principles and practices for developing contractual agreements and/or Requests for Proposal documents.
Knowledge of leadership and management practices and techniques.

Nice To Haves

MBA.
Bilingual abilities.

Responsibilities

Deliver overall performance and results for the CSC.
Collaborate with company leaders to understand business goals and create a CSC operating plan that supports those objectives.
Ensure the CSC operates as a customer-centric team focused on effective partnerships.
Develop CSC plans and priorities to address resource and operational challenges, guided by the Regional Manager and company policies and procedures.
Communicate company values, strategies, and objectives while encouraging feedback and input.
Review budgets and develop the annual operating plan business review.
Develop short- and long-range business plans to increase incremental business, revenue, and margins.
Direct, coach, and develop CSC staff, including operations supervisors, dispatchers, routers, office administrators, driver maintenance staff, charter coordinators, and safety supervisors.
Build the company’s image by collaborating with customers, government, community organizations, and employees while demonstrating ethical business practices.
Create a culture of safety while providing high-quality service.
Identify key safety issues affecting passengers and employees and take corrective action.
Meet regularly with school district administrators to review service quality and performance.
Build and enhance customer relationships to support customer retention.
Work with the Regional Vice President and Marketing & Sales department to gather data and assist with pursuing new business.
Exhibit ethical practices and personal integrity, and report concerns about suspicious or inappropriate behavior to a supervisor or manager.
Perform other duties as assigned.