Manager, Operations - Market Center

PeopleReady • Dallas, TX

413d • $60,800 - $76,000

About The Position

The Market Center Operations Manager is responsible for leading a team of Customer Relationship Representatives (CRRs) and overseeing the day-to-day service delivery operations for a designated territory. This role focuses on ensuring customer satisfaction through effective resource management, operational efficiency, and financial performance. The manager is expected to foster a customer-first mentality within the team, ensuring that service excellence is achieved and maintained.

Requirements

• 5 years related experience required, including leadership of a team.
• Prior experience managing in the staffing industry preferred.
• Bachelor's Degree or equivalent combination of education and experience required.
• Strong customer service and interpersonal skills; skilled and able to help resolve multiple customer complaints/needs, and CRR issues.
• Proven leadership competencies and the demonstrated ability to grow a high-performing cohesive team.
• Proficient at understanding and driving financial performance.
• Strong verbal and written communication skills, with the ability to confidently communicate to a wide range of customer stakeholders.
• Strong organizational skills and attention to detail; ability to prioritize and execute multiple tasks and meet deadlines under pressure.
• Exceptional analytical skills; comfortable analyzing order, Associate, and customer data to drive results.
• Empathetic, willing, and able to have challenging conversations with customers and staff as needed.

Responsibilities

• Hires, manages, coaches, develops and trains a Customer Relationship Representative (CRR) staff.
• Ensures that orders are filled by CRRs with qualified and reliable Associates, and that Associate timecards are processed daily to facilitate timely payroll.
• Establishes weekly performance expectations and holds CRR team accountable to meeting commitments made to our customers and Associates.
• Oversees day-to-day operations of the center required to fulfill customer service demand.
• Ensures orders are accurately entered in a timely fashion and that JobStack is the primary dispatch option.
• Works closely with Centralized Recruiting to ensure there is sufficient and competent Associate supply to meet customer demands.
• Works closely with Market Development Manager and National Account Development Manager to ensure that Associates who complete assignments are marketed for new assignments.
• Resolves escalated customer issues quickly with empathy and professionalism.
• Ensures that CRRs regularly engage Associates to encourage their growth and improve retention.
• Works with Account Managers and Strategic Account Managers to ensure pay rate / bill rate spread is set to maximize customer fill rates and propose changes as required.
• Responsible for improving Worker Safety Ratio and administering Workers' Compensation Claims if they arise.
• Works closely with the Process Excellence team to streamline processes for operational efficiency.
• Accountable for and manages Market Center financial performance through effective impact on and monitoring of both costs and revenues, using the Market Center P&L.

Benefits

• Employee stock purchase plan
• Paid holidays
• Health insurance
• Dental insurance
• Paid time off
• Vision insurance
• 401(k) matching

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Administrative and Support Services
• Education Level: Bachelor's degree