Manager, Core Mobile Communications

McLeod Software•Hoover, AL

About The Position

The Manager of Mobile Communications guides the Core Integration Services Mobile Communications team to maximize resource utilization, achieve customer satisfaction and productivity goals, and support company goals and vision. The role oversees daily operations, staffing and scheduling, team performance, customer service, employee development, and consistent documented processes. It also provides direction during escalations, supports post-resolution analysis and process improvement, 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 relevant industry experience including those functions.
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 people at 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 products, including LoadMaster, PowerBroker, and DocumentPower.
Experience with a McLeod Certified Vendor Partner.

Responsibilities

Oversee daily Mobile Communications team activities to maximize scheduling and real-time resource utilization.
Analyze team data and recommend staffing allocation changes to improve resource effectiveness.
Coordinate with internal management teams on scheduling and team communication for customer projects.
Ensure the team provides exceptional customer service to external and internal customers.
Build and maintain favorable working relationships with company employees, vendor partners, and external stakeholders.
Monitor team members’ performance against standards, gather input from other departments, coach and mentor employees, and maintain performance records and reports.
Foster teamwork, individual effort, and ethical behavior.
Develop employees’ business- and company-specific knowledge and assist with personal and professional development plans.
Create and maintain well-documented, repeatable processes and procedures to promote consistency and customer satisfaction.
Ensure team members and others follow documented policies and procedures and deliver strong customer service.
Enact contingency plans, monitor escalations, and provide direction and guidance during issues.
Conduct post-resolution analysis and recommend changes to policies and procedures to improve future processes.
Continue improving technical knowledge and ability.
Travel up to 15%.