Manager of Operations (Afterhours and Weekends)

| Chicago

Summary

 

The Manager of Operations (Afterhours and Weekends) provides oversight to multiple operational teams and individual contributors working around the clock to serve the client outside of normal business hours. This position is responsible for the team’s overall performance and for meeting or exceeding assigned operational and financial goals. The role is responsible for maintaining a strategic view of business objectives and a “continuous improvement” mindset that seeks to optimize processes and procedure to enhance business performance.

 

Responsibilities

  • Manages multiple operational teams and individual contributors working around the clock to serve clients of high strategic value to SMS assist outside of normal business hours
  • Works with the customer service organization to train and manage the performance of overnight staff in handling interactions with strategic clients
  • Manages employee schedules to ensure that strategic clients reach a knowledgeable and trained representative on every call, 24/7/365
  • Interacts with the senior management of clients, including through in-person site visits, to continuously demonstrate the value of SMS Assist’s services and expand professional relationships
  • Manages the delivery of emergency services to the client outside of regular business ours
  • Exercises judgement to determine when to delivery emergency service and when to dispatch work for later service during business hours
  • Assists senior department leadership in developing department strategy, and the techniques and procedures to achieve strategic goals
  • Holds Team Leaders accountable for managing the client’s facilities budget within the assigned portfolio to the client’s financial benefit
  • Closely monitors the operational and financial performance of all assigned operational teams to identify the root causes of process, approach, and/or program deficiencies; recommends resolutions to increase the client’s operational and financial efficiency
  • Enables and motivates teams to proactively develop and implement solutions to complex and challenging client requirements that fall outside of standard procedure and historical precedent
  • Develops systems and processes to identify potential issues prior to client escalation and works with Team Leads to ensure they resolve high priority issues; escalates only the most sever issues to senior department leadership, and raises them alongside actionable recommendations for solutions
  • Supervises Team Leads to ensure that they are enforcing the highest standards for quality, accuracy, and adherence to SMS Assist policy
  • Facilitates the two-way flow of information between operational teams and department leadership by maintaining continuous effective communication, leading meetings, and providing complete and accurate reporting to department leadership
  • Supervise and coach reports in preparation and delivery routine and ad hoc communications and qualitative reports to the client that are impactful and of high professional standards
  • Assists in the development of and frequently uses analysis tools in our propriety database to identify service trends and implement best practice strategies for both internal and client business processes; uses insights from data to identify opportunities and drive continuous improvement
  • Assists department leadership in the development and implementation of data tools to measure, track, and set standards for team performance; enforces adherence to these goals and standards
  • Mentors Team Leads to continuously develop their professional knowledge, operational proficiency, and leadership ability to improve performance and prepare them for increasing responsibility
  • Uses KPIs and other quantitative indicators as well as judgement and qualitative observation to review and assess the performance of Team Leads; provides informal in-stride counseling and formal feedback at prescribed intervals
  • Ensures confidentiality of internal and external data
  • Performs ad-hoc projects and other duties as assigned
  • The standard shift for this role will be either weekday evenings or weekend days, with a rotation of other shifts. The Manager must be available to work at least two of each shift monthly: weeknights from 1pm – 10pm; weeknights from 10pm – 6am; weekends from 8 am – 7pm; weekends from 8pm – 7am
  •  
  • Professional Skills
  • Problem Solving - Advanced
  • Learning Agility - Advanced
  • Verbal Communication- Advanced
  • Written Communication - Advanced
  • Relationship Management- Advanced
  • Prioritization - Advanced
  • Customer Service- Proficient
  • Team Work - Proficient
  •  

    Role Specific Skills

  • Computer Skills: Advanced proficiencies in: Microsoft Word, Excel, PowerPoint, Outlook required
  • Familiarity with Tableau or other data visualization packages a plus
  •  

    People Management Skills

  • Proficient in all people management processes, including recruitment, performance management and reward
  • Proficient in building, growing and developing a team; including department structure design and resourcing
  • Proficient in coaching and developing individual team members to reach their potential
  • Proficient in engaging a team through communication, processes, personal impact and influence
  •  

    Qualifications

        Minimum Qualifications

  • Bachelor’s Degree
  • 3-7 years of related, progressive work experience required
  • 1-2 years of people management experience required
  •     Other Relevant Qualifications
  • Experience in call center or customer service management a plus
  • Experience in facilities management, maintenance management, or building engineering, maintenance trades, or related fields a plus
  •  
  • Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.
  •  

    SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.

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Technology we use

  • Product
  • Sales & Marketing
    • AsanaManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM

Location

875 North Michigan Avenue , Chicago, IL 60611
How SMS Assist is Building Tech to 'Fix the Business of Fixing Things'
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What are SMS Assist Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
SMS Assist's team fitness initiatives include In-office yoga, in-office fitness classes, and sponsored race teams.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Happy hours are hosted At team's discretion.
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within

Additional Perks + Benefits

Competitive Salary. Flexible Spending Plans. Prescription Drug Program. Free Fitness Center membership.

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