Job Description

Purpose of the Role: The Manager of Mobile communications will successfully guide the activities and develop the efforts of the Core Integration Services Mobile Communications team to facilitate the maximization of resources, achieve customer satisfaction and productivity goals, and promote Company goals and vision.

Essential Duties and Responsibilities:

• Oversee daily activities of the Mobile Comm team to maximize scheduling and real-time utilization of resources.
• Analyze team data and recommend changes to staffing allocations to drive more effective use of resources.
• Interface with internal management teams to ensure smooth coordination of scheduling and collaborative team communication on customer projects.
• Assure team provides exceptional customer service experience to our customers (external and internal).
• Cultivate and maintain a favorable working relationship with all company employees, key vendor partners, and other external stakeholders.
• Monitor performance of Mobile Comm team members against standards; receive input from other departments, use gathered data to coach/mentor appropriately. Maintain performance records and reports of team members.
• Establish and maintain an environment that encourages teamwork and individual efforts and ethical behavior.
• Development of internal employees for business and company specific knowledge; assist in personal and professional development plans.
• Develop well-documented, repeatable processes and procedures to ensure consistency and increase the best chance for customer satisfaction.
• Ensure that Mobile Comm team members and others adhere to the documented policies and procedures, providing the best customer service possible.
• Enact contingency plans as needed; monitor any issues during escalation and provide direction and guidance during stated issues. Post-resolution includes a post-mortem analysis of problems, providing input and any necessary changes to stated policies and procedures for future process improvements.
• Continue improvement of technical knowledge and ability.
• Travel up to 15%.

Competencies:

• Ability to learn internal software and systems
• Strong written and verbal communication skills
• Ability to manage competing projects and priorities effectively
• Ability to interact with varying organizational levels confidently
• Ability to communicate technical information coherently to a variety of stakeholders
• Ability to build relationships with varying levels of the organization
• Ability to maintain a calm and amiable demeanor in stressful situations

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education / Experience:

• Bachelor’s degree with 5+ years of software, customer service, call centers, transportation or other performance-based industry including forecasting, scheduling and real-time operations management, required; or 9+ years of software, customer service, call centers, transportation or other performance-based industry including forecasting, scheduling and real-time operations management, required.
• Experience as a Team lead with McLeod software, highly preferred.
• Working knowledge of software and/or the transportation and logistics, preferred.
• Advanced knowledge of Microsoft Office Suite, required.
• Experience with 3rd party and/or mobile communication integrations, required.
• Experience with McLeod’s suite of products (LoadMaster, PowerBroker, DocumentPower), highly preferred.
• Experience with a McLeod Certified Vendor Partner, preferred.