Job Description

This position is responsible for managing all functions related to Red Alert operations and customer communications and relationships. A Red Alert Manager leads daily Red Alert Center operations to meet customer satisfaction levels and customer experience goals while partnering with leadership to drive consistent processes, coaching, and continuous improvement.

Essential Duties and Responsibilities:

• Directs day-to-day operations of assigned teams and Supervisors.
• Provides support and guidance to Supervisor staff
• Facilitates innovative culture to foster new and improved processes and ideas.
• Identifies and recommends or acquires updates/expansions to technology, equipment, and policies that may improve customer service and agent retention.
• Tracks and reports on all data for all areas of responsibility.
• Performs performance reviews and disciplinary actions for all staff.
• Ensures appropriate staffing levels to meet service demands and departmental performance goals.
• Monitors and assists teams and Agents in meeting all service levels required by the department and performance metrics.
• Collaborates closely with other managers in the Red Alert Centers to ensure uniformity and consistency.
• Performs other duties as required. Assists Management with any projects or immediate needs that may arise.
• Locate VIP Red Alert orders and, if needed, help inspectors strip pieces from factory wrap. This includes moving and placing dressers, nightstands, and other furniture on floats, while using a Kevlar glove and box cutter to remove factory packaging.
• Once Inspection and photos are complete being able to help the inspectors when needed:
• Wrap Red Alert products in protective blankets or materials appropriate to the piece before loading.
• Upload photos for all pieces inspected to ServiceNow and Dispatch Track for driver reference and resolutions team documentation.

Observe loading of Red Alert products to ensure safe handling onto trailers.

Identifies systemic issues impacting quality or efficiency and implements corrective action plans.

• Partners with management to review department performance metrics and recommend process improvements.
• Partners cross functionally with Operations, Leadership, and Support Teams to ensure alignment and execution of Red Alert objectives.
• Supports changing management initiatives, including new processes, reporting, or system enhancements.

Employment Standards:

Knowledge

• Extensive knowledge of the Red Alert process and inspection duties.
• Strong understanding of Rooms To Go Sales and Distribution procedures.
• Knowledgeable in Microsoft Office Tools.
• Working knowledge of all Delivery platforms and companies.

Education

• High School Diploma or equivalent.
• College degree is preferred.

Experience

• Over 2+ years of Red Alert Supervisor Expierence or a combination of experience and education.
• Must currently be at a supervisory level position.

Essential Requirements

• Regular, reliable attendance and punctuality to serve our customers.
• Excellent verbal and written communications skills with ability to effectively present and communicate with all levels within the organization, with agencies and vendors.
• Excellent organizational skills with ability to handle multiple priorities, meet demanding deadlines and adjust to sudden changes in workflow.
• Excellent analytical skills with the ability to think independently, take corrective action, and to resolve employee inquires and requests for information.
• Ability to manage and administer a broad range of tasks including resolving complaints, counseling supervisors and employees on the interpretation of policies, procedures.
• Ability to write reports, business correspondence and procedure manuals.
• Ability to deal with problems involving several variables in a variety of situations.
• Ability to maintain all job-related information in a confidential and private matter.

Working Conditions

• Ability to work extended hours may be required to meet deadlines, handle unusual workloads or to accomplish organizational priorities
• Ability to Travel
• Ability to work and stand in the distribution center throughout the day.
• Ability to be able to lift 50lbs in order prepare the inspection of pieces of furniture you have been assigned and to help fellow inspectors if needed.
• Ability to work in a fast-paced, high-volume operations environment requiring frequent interaction with team members.