Position Summary

With limited direction, this role is responsible for the productivity of collection crews. This includes direct accountability for the supervision of drivers and helpers in providing safe, effective and courteous waste collection services to customers. This role may act as manager-on-duty in the absence of other managerial personnel.

Principal Responsibilities

Supervises employees performing waste collections services. This includes but is not limited to carrying out personnel actions for a collections team, recommending hiring decisions, training, and evaluating employees; coaching, counseling and managing performance. This role also makes recommendations for corrective action to manage performance as appropriate.

In conjunction with the Supervisor; anticipates and organizes work to meet operational needs, plans routes and other operational activities to ensure efficient daily staffing levels, manage labor hours and disposal tons while balancing quality levels of customer service, develops work schedules and grants time off as appropriate to match staffing level requirements.

Handles administrative matters for the team including reviewing and approving route sheets, substantiating payroll and billing.

Maintains open communications with division departments to ensure fluid and effective operations. This may include coordinating with accounting, customer service and sales regarding changes in customer service. This also includes working closely with the maintenance shop concerning vehicle repairs and maintenance.

Using judgment and discretion assess escalated or unusual operational issues and determines the most appropriate resolution. This includes but is not limited to nonscheduled service requests, equipment breakdowns, reports of problem pick-ups, unsafe conditions or hazardous waste and schedule changes.

Audits the level of service provided to customer accounts and conducts employee observations to ensure safety and productivity procedures are followed. Identifies training opportunities and as necessary, documents issues and discusses constructively with employees to correct behaviors. This may include implementing and / or effectively recommending disciplinary actions such as issuing written warning notices as appropriate up to and including termination.

Responds to escalated customer service inquiries, requests or complaints to reach an effective resolution. This may entail coordinating with and working through other departments to resolve issues. This may also entail interaction with city, state or municipal government employees.

Acts as company liaison with the client, inspector, etc. on behalf of Bates, addressing and resolving problems, complaints and servicing contract requirements.

Investigates accidents, injuries or property damage claims and report Supervisor and Safety.

May serve as first step supervisor in employee internal dispute resolution process. Coordinates and responds to employee relations and disciplinary actions in conjunction with Human Resources in a timely manner.

On rare occasions and as necessary to maintain business operations - may drive route vehicles in order to cover shortages in staff, missed pick-ups, or operational needs.

Is knowledgeable of, enforces and adheres to the contract requirements for the operational area assigned.

Responsible for ensuring employees are trained properly prior to being assigned to the position for which they are hired.

Enforces employee uniform requirements (i.e. make sure employee is wearing proper company uniform, uniform is clean everyday)

Performs other job-related duties as assigned or apparent.