Recycling Service Center Manager

Location: Remote (Chicagoland Area)

Hours: Full-time (40 hours per week)

Client: Waste Management, Lombard, IL

Beaird Group, a Naperville, IL based consulting firm, is looking for a Recycling Service Center Manager to support our client, Waste Management, located in Lombard, IL. This is a remote position, though the final candidate must be located within the Chicagoland area.

About Waste Management

Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.

Position Overview

The Recycling Service Center Manager is responsible for overseeing the Service Center's operations and employee leadership. This role ensures high levels of customer satisfaction, maintains strong customer relations, and upholds performance and quality standards in Market Areas.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

• Provides day-to-day management and support to customer service staff. Champion customer-centric culture inside and outside the call center cultivating an environment of trust, teamwork, and ownership.
• Responsible for the center’s operational optimization through use of effective metrics for staffing and task forecasting. Analyze department performance and proactively identify and implement strategies to improve quality of service, productivity and sales. Recognize performance trends, perform cause analysis and identify opportunities for improvement adjusting to meet set standards.
• Communicates and enforces both Beaird and WM company policies and procedures and develops and implements customer service performance standards.
• Determines training needs and establishes programs. Coordinates training to ensure timely and consistent training delivery.
• Oversees all customer service reporting requirements. Develops and analyzes budgets, reports, and financial data.
• Investigates and resolves escalated customer service inquiries.
• Oversees personnel needs of the customer service department including selecting, coaching, and training employees and evaluating employee performance. Provides input into termination, compensation, and promotion decisions.
• Review and evaluate supervisors’ performance yearly.
• Prepare and conduct all interviews for supervisors and staff vacancies.

Qualifications

• Customer service experience and supervisory/management skills
• Strong knowledge of customer satisfaction drivers and strategic planning to achieve desired business results
• Excellent organizational, analytical and time management skills
• Excellent oral and written communications skills
• Self-starter who possesses the ability to work cooperatively with a team of customer service providers and other members of the management team
• Experienced and skilled at effectively providing and receiving constructive feedback
• Effective facilitative leadership skills and experience leading focused teams
• Very good understanding of business processes, tools, and techniques required to develop an engaged customer and employee environment
• Capability to attend quarterly meetings in person.

Education and Experience

• Bachelor's Degree in Sales/Marketing, Management, or Business Administration (or equivalent)
• Alternatively, High School Diploma/GED with four years of relevant work experience

Job Type: Full-time

Pay: $45.00 - $50.00 per hour

Expected hours: 40 per week

Benefits:

• Flexible schedule

Schedule:

• Monday to Friday

Application Question(s):

• Are you able to travel to Lombard, IL to attend quarterly meetings in-person?

Work Location: Hybrid remote in Lombard, IL 60148