SMS Assist Summary
At SMS Assist, we're not just in the business of fixing properties-we're fixing an entire industry. Typically, facilities maintenance is tough work-both in the nature of the job (plumbing, HVAC, snow removal) and the lack of clarity throughout the experience. We decided a better way wasn't only possible, but essential. Through our award-winning technology platform, built and powered by SMSers, we connect local contractors to our customers and help manage an experience that surpasses expectations.
Recognized on Forbes' Cloud 100 list, Deloitte's Technology Fast 500, Chicago Crain's Top Tech Employers, and more, SMS Assist manages more than 186,000 properties where people live and work. Our customers' livelihoods are in our hands-think a restaurant manager whose only fryer goes down on a busy Friday night or a family in Florida without power after a hurricane. We work across the industries that make up your community, including retail, food service, banking, residential, and more, and we help them find the right provider in our network (we call them Affiliates) in more than 45 trades.
We're innovators, disruptors, and out-of-the-box thinkers. We set each other up for success in the office and for the perfect spike on the volleyball court during an intramural game. We're community volunteers, karaoke partners, and lifelong friends. We're passionate about the people we serve, and we give our all because we care. We want to make every property better, and we want your help to make it happen.
Summary
The Manager of Operations provides leadership, support, and ensures alignment to the strategic direction driven by leadership to a team. This position is responsible for high operational output & performance, forecasting, scheduling, intra-day, and/or change management, along with delivering operational excellence. Additionally, this position is responsible for creating and developing relationships with internal and external clients.
Responsibilities
• Manage functional team, along with portfolio of open work orders to deliver positive client outcomes while achieving internal and external Service Level Agreements (SLAs)
• Provide analytical support for the department and leadership; creatively develop workforce staffing solutions, daily workforce schedules and intra-daily scheduling solutions
• Create work order forecasts by drawing on historical, current, and metric-based data
• Develop and present industry/market research findings, trends, benchmarking and other pertinent information to internal teams, clients and senior leadership
• Analyze trends and gather input critical to operations to ensure optimum productivity and operational results are accurately reported
• Drive operational efficiency by managing team Key Performance Indicators (KPIs) and SLAs
• Analyze data and forecast potential impacts to operations; ensures ability to meet SLAs for all team activity
• Develop key client relationships; collaborate with key stakeholders in markets to devise solutions to client issues
• Work cross-functionally with other teams to manage vendors in region(s); make strategic decisions about capacity planning and fulfillment of services
• Contribute to various strategic projects that drive better outcomes, improved efficiencies, technology enhancements and scalability for the department
• Identify business opportunities based on analysis reports; examples include consolidating queues, changing hours
• Coordinate and track productivity; provide ongoing detailed variance explanations and recommends solutions when needed
• Attend regular client status meetings, if applicable
• Responsible for delivery and development of the capacity planning function as a key member of the contact center leadership team, if applicable
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other duties as assigned
Professional Skills
These are the professional skills we would expect from an individual fully established in this role.
• Customer Service- Advanced
• Verbal Communication - Proficient
• Written Communication - Advanced
• Teamwork - Advanced
• Relationships - Advanced
• Negotiation - Proficient
• Organizational Awareness - Proficient
• Learning Agility - Proficient
• Analysis - Advanced
• Problem Solving - Proficient
• Process Orientation - Proficient
• Prioritization - Advanced
Role Specific Skills
• Computer Skills: Proficient in Microsoft Word, Excel, PowerPoint, Outlook required
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
• 6 + years business experience, including 5 or more years building and/or managing accounts/stores/regions, particularly within the retail industry
• Experience managing and leading individuals or small teams
Other Relevant Qualifications
• Trade experience preferred
• Facilities industry experience preferred
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.
Proprietary and Confidential 3 Last Update: 03/22/19
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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