Manager, Core Mobile Communications

Tom McLeod Software Corporation•Birmingham, AL

17d

About The Position

The Manager of Mobile Communications guides the activities and develops the efforts of the Core Integration Services Mobile Communications team to maximize resource utilization, achieve customer satisfaction and productivity goals, and promote the company’s goals and vision. The role oversees team operations, staffing, scheduling, customer service, performance management, employee development, and process improvement. It also handles escalations and contingency plans, supports post-resolution analysis, and requires travel up to 15%.

Requirements

Bachelor’s degree and 5 or more years of experience in software, customer service, call centers, transportation, or another performance-based industry, including forecasting, scheduling, and real-time operations management; alternatively, 9 or more years of such experience is required.
Advanced knowledge of Microsoft Office Suite.
Experience with third-party and/or mobile communication integrations.
Ability to learn internal software and systems.
Strong written and verbal communication skills.
Ability to manage competing projects and priorities effectively.
Ability to interact confidently with varying organizational levels.
Ability to communicate technical information coherently to a variety of stakeholders.
Ability to build relationships across organizational levels.
Ability to maintain a calm and amiable demeanor in stressful situations.

Nice To Haves

Experience as a team lead with McLeod software.
Working knowledge of software and/or transportation and logistics.
Experience with McLeod’s suite of products, including LoadMaster, PowerBroker, and DocumentPower.
Experience with a McLeod Certified Vendor Partner.

Responsibilities

Oversee the Mobile Communications team’s daily activities to maximize scheduling and real-time resource utilization.
Analyze team data and recommend staffing allocation changes to improve resource use.
Coordinate with internal management teams on scheduling and communication for customer projects.
Ensure the team delivers an exceptional customer service experience to external and internal customers.
Maintain positive working relationships with company employees, vendor partners, and external stakeholders.
Monitor team members’ performance against standards and use input and data to coach and mentor appropriately.
Maintain team members’ performance records and reports.
Create an environment that encourages teamwork, individual effort, and ethical behavior.
Develop employees’ business- and company-specific knowledge and assist with personal and professional development plans.
Develop documented, repeatable processes and procedures to promote consistency and customer satisfaction.
Ensure team members and others follow documented policies and procedures and provide effective customer service.
Enact contingency plans, monitor escalations, and provide direction and guidance during issues.
Conduct post-resolution analyses and recommend policy or process changes to improve future outcomes.
Continue improving technical knowledge and ability.