MANAGER REMOTE MANAGEMENT CENTER (Finance)

Position Summary

The Remote Management Center (RMC) is currently seeking a manager to join our dynamic and growing team. This role is responsible for the daily business operations and management of the command center, ensuring the team meets established service levels, and achieving customer satisfaction goals. The Manager is responsible for assisting the VP, Business Intelligence with the effective use of resources and compliance with company Service Level Agreements (SLAs). Colonial Parking offers multicultural working experience in a friendly atmosphere. The Remote Management Center's mission is to have our employees come to work every day with one goal in mind: to help people and companies survive and thrive in a global environment. This position requires a dependable, self-starter with advanced problem-solving skills.

Essential Duties and Responsibilities

• Create an engaging, collaborative environment in which all RMC associates have clear goals, are inspired to deliver their best work individually and as a team, are well-connected and are effectively coached and developed to maximize their potential.
• Oversee intercom & phone queue operations, including inbound call handling, call quality, and customer service standards.
• Mediate, respond to, and resolve escalated and highly sensitive Customer issues.
• Proactively engage team members to communicate and support adherence to policies, processes and procedures.
• Develop and implement policies and procedures to improve call center efficiency, productivity, and quality.

• Monitor and analyze RMC performance metrics to identify areas for improvement and take corrective action as needed.
• Train, coach, and mentor associates to improve their customer service skills.
• Collaborate with cross-functional teams to develop and implement strategies to enhance the customer experience.
• Develop effective relationships with business leaders and teammates, and a deep understanding of our business and culture by working closely with Operations, Customer Care as well as Information Services.
• Prepare and present reports on call center performance to senior management.
• Consistent, punctual attendance with possible irregular work hours as well as on-call hours.

Non-Essential Duties and Responsibilities

• Will be asked to fill in for front line Associates during their absences.
• Performs other duties as assigned, when necessary

Minimum Job Qualifications

• Minimum of 2 years' proven management experience required.
• At least 2 years of experience in call center management, preferably in a technical support or IT environment.
• Strong problem-solving skills and the ability to work under pressure.
• Proven experience in managing large teams of call center agents, with a track record of achieving service levels and customer satisfaction targets.
• Operation and project management required.
• Strong technical skills, including experience with call center software and tools.
• Excellent communication, interpersonal, and leadership skills.
• Ability to analyze data, identify trends, and make data-driven decisions.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Enjoys working with internal and external customers.
• Bachelor's degree or equivalent work experience
• Experience working with remote teams is a plus.

Qualifications Desired

• Management of 24/7 service center operation
• Background in the parking industry in a supervisory role.
• CRM, Incoming Call Center, Customer facing experience and basic call center technology.
• Experience working in server environment and troubleshooting

Performance Standards

This position will receive an annual performance review from the direct supervisor to discuss actual performance as compared to company stated expectations and agreed upon job related performance goals for the upcoming year.

Physical Demands and Working Conditions

The physical demands of this position and the work environment characteristics described below are representative of those that must be met by an employee to perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential job functions.

Physical Demands: as part of performing the duties associated with this position, the employee will be required to stand, walk, sit, use hands-to-fingers, handle tools or controls, reach with hands or arms, talk and hear. Employees must occasionally lift and/or move objects up to 25lbs.

Work Environment: While performing the duties of this position, the employee may be subjected to weather conditions prevalent at the time. The noise level in this work environment can range from minimal to moderate.

Internal Contacts

Daily internal contact with the VP, Business Intelligence, Operations team, and members of the Customer Care team, as needed.

External Contacts

External contact with monthly customers, daily parkers and external clients, Additional contacts as deemed necessary.

The employee, having reviewed this job description, understands that by signing below she/he is to adhere to both the above- described job responsibilities and company policies as listed in the Employee Handbook and as communicated by the Company from time to time while employed with Colonial Parking, Inc.