Manager, Core Imaging Services

McLeod Software•Hoover, AL

About The Position

The Manager, Core Imaging Services, provides day-to-day leadership for the Imaging Services team. The role oversees scheduling, workload distribution, and customer support, while coaching team members to meet performance and service goals. It is hands-on in driving execution, resolving operational issues, and supporting continuous improvement to ensure a positive customer experience. The manager leads a team of eight to twelve non-supervisory employees and handles hiring, training, work planning and assignment, performance appraisal, employee recognition and discipline, complaints, and problem resolution. The position also coordinates with management and other departments, maintains team processes and documentation, reviews time entry and billing, and updates project-management tasks and meetings. It reports to the Director, Core Imaging Services.

Requirements

High school degree or equivalent and at least 9 years providing customer service, technical training, and/or support; or a bachelor's degree and at least 5 years in those areas.
Ability to learn internal software and systems.
Ability to build relationships and work effectively with people at varying organizational levels.
Ability to maintain a friendly attitude with customers and employees.
Ability to communicate technical information effectively.
Ability to remain calm and de-escalate stressful situations.
Strong documentation skills.
Ability to multitask.
Intermediate knowledge of Microsoft Office Suite.
Knowledge of McLeod's DocumentPower, LoadMaster, and PowerBroker.

Nice To Haves

Experience mentoring, coaching, and helping develop peers.
Working knowledge of software and/or the transportation industry.

Responsibilities

Oversee the Imaging Services team's daily activities, scheduling, and real-time use of resources.
Analyze team data and recommend staffing-allocation changes to improve resource use.
Coordinate with management on scheduling and communication for customer projects.
Ensure the team provides exceptional customer service.
Monitor team performance against standards, gather input from other departments, coach and mentor employees, and maintain performance records and reports.
Conduct performance counseling, coaching, and reviews, and make recommendations for salary changes.
Promote a cooperative working climate, teamwork, individual effort, and ethical behavior; lead by example.
Develop internal employees' business and company-specific knowledge.
Develop and maintain documented, repeatable processes and procedures, and ensure employees adhere to them.
Enact contingency plans, oversee escalations, provide guidance during issues, and conduct post-resolution analysis to inform process improvements.
Keep the immediate supervisor informed of significant problems or unusual matters and take or recommend corrective action.
Assist with time-entry and billing reviews.
Update and maintain project-management tasks and meetings.
Hire and train employees; plan, assign, and direct work; appraise performance; reward and discipline employees; address complaints; and resolve problems.