1 day old
2018-02-182018-03-20

Customer Care Center Manager

Aecom
Greer, SC
  • Job Code
    23339-1227414
Company AECOM

Job Title: Customer Care Center Manager

JobID: 23339-1227414

Location: Greer, SC, 29652, USA

Description: **Business Line** Government

**Position Title** Customer Care Center Manager

United States of America - South Carolina

Greer

**Job Summary**

Contingent on award of contract, AECOM is seeking a Customer Care Center Manager for our nationwide maintenance operation within a major automaker.

+ Typical work hours are Monday-Friday, 7:00am – 4:30pm; hours may vary based on business demand.

+ Hiring bonus may be available to qualified candidates outside of the commuting area.

This position is responsible for the overall delivery of technical support and reliability engineering; data analytics and reporting; call center operations; Computerized Maintenance Management System (CMMS) deployment and efficacy; and scheduling / planning of technical maintenance and janitorial services.

Reporting directly to the national Program Director, this position ensures that established company goals are realized while maintaining client relations that will enhance future business.

Essential Functions:

+ Safety & Compliance

+ Provides leadership to ensure an accident-free workplace. Walks the Talk.

+ Is knowledgeable of site safe work requirements and ensures work is performed in accordance with safety procedures.

+ Provides leadership to ensure AECOM and client EH&S programs are 100% compliant.

+ Ensures the individual site Compliance Calendars activities are 100% planned and scheduled

+ People & Communication

+ Creates inclusive, high-performance work environment.

+ In collaboration with the Human Resources function, manages human capital to ensure work activities exceed customer’s expectations.

+ Promotes employee personal development plans.

+ Oversees employees on-boarding and ensures they are qualified to perform duties expected of them.

+ Provides mentoring to team members as needed.

+ Creates/maintains a succession plan.

+ Provides guidance and motivation to managers and other staff members.

+ Maintains and tracks program of self-development.

+ Uses technology tools to improve technician knowledge and certification.

+ Maintains consistent communication with management on key issues, potential client issues, and approach to resolutions.

+ Effectively communicates project’s vision.

+ Communicates with integrity and candor.

+ Exhibits confidence and positive attitude about project and AECOM.

+ Establishes and maintains effective customer relationships and maintains mutually beneficial business relationship with the client.

+ Maintains sense of urgency about customer response and addressing issues.

+ Initiates and communicates variety of personnel actions (e.g., employment, termination, performance, and salary reviews, disciplinary actions, scheduling and/or approving overtime).

+ Demonstrates consistent, effective, and efficient written and oral communication skills (client, employees, suppliers, subcontractors, management, etc.).

+ Experience with developing and presenting key performance indicators.

+ Promotes continuous improvement, sets goals and objectives and meets the schedule.

+ Performs annual employee assessment and performance review.

+ Operational Excellence

+ Develops and fosters Preventive Maintenance Programs and Root Cause Analyses.

+ Provides overall vision, planning, direction and control to their area of responsibility.

+ Develops, monitors, and administers Key Performance Indicators (KPIs).

+ Compiles statistical data for the preparation of reports, schedules and checklists.

+ Shows strong technical background and understanding of:

+ Critical nature of the client’s work environment including the particulars of facilities associated with heavy industrial manufacturing plants, etc.

+ Contracts, contractors, suppliers and other service providers.

+ Workflow through the use of Computerized Maintenance Management Systems (CMMS).

+ Writing and modifying maintenance work orders to improve equipment performance.

+ Maintenance planning and scheduling.

+ Reliability maintenance.

+ Effectiveness of overall site performance and results.

+ Cost saving alternatives for client/customer.

+ Checks and verifies documents (bills, receipts, invoices, etc.)

+ Maintains files and records.

+ Handles mail and telephones associates with the Customer Care Center

+ Manages change in the Customer Care Center call demand and service levels

+ Delegates effectively.

+ Cost

+ Develops budgets and manages expenditures.

+ Controls costs by planning work, effectively using resources, and executing to budget.

+ Identifies and implements cost savings initiatives in all areas of the project.

**For more information, please contact Sherry Wilkes at 704-450-8620 or sherry.wilkes@aecom.com!**

Within AECOM, our group provides facilities and production maintenance services for our clients’ industrial, manufacturing, distribution, pharmaceutical, and commercial sites worldwide.

+ We run our own crews of Production Maintenance Techs, CNC Service Techs, Automation Techs, Industrial Electricians, Maintenance Mechanics, Industrial HVAC Techs, Logistics / Crib Management, Planner/ Schedulers, Supervisors and safety professionals inside our customers’ facilities to keep their infrastructure operating smoothly.

+ **These are full-time, regular positions with AECOM that offer a full benefits package.**

+ **Check us out at** ** https://www.youtube.com/watch?v=8gwbf-\_Jt-Q ** **!**

+ **Come join our team!**

PEOHR

* IN

* EICFM

**Minimum Requirements**

**Minimum Requirements:**

1. Bachelor’s degree in Business, Management, or a related discipline, or demonstrated equivalent combination of education, training and experience.

2. In addition to education, 6 years of experience in call center and back office operations, including 2 years of experience managing a call center.

**Additional Information:**

+ Qualified applicants who are offered a position must pass a pre-employment substance abuse test.

+ This position may require a valid Driver’s License.

+ This position does not include sponsorship for United States work authorization.

+ This position will require the ability to obtain a security access badge at our client’s location.

+ This position may require various shifts, weekends, and alternative work schedules.

**Physical Requirements:**

+ Requires ability to read and understand information contained in a variety of documents or displayed on a computer screen.

+ Requires ability to use a variety of office equipment and to operate a computer keyboard to access data bases, to send/receive messages and to prepare documents.

+ Requires ability to attend meetings throughout the site and potentially travel to other AECOM, customer and/or vendor locations in the area, as well as some air travel to more distant locations.

+ Requires the ability to communicate with others on the telephone and in one-on-one or group discussions, meetings and presentations.

+ Demonstrated fluency in computer use including the full Microsoft product line.

+ Requires the ability to walk extensively throughout diverse work environments as required by business demand.

+ Some tasks will require repetitive wrist movements.

+ Requires some moving of light to medium weight materials into desks, filing cabinets and other storage locations.

+ Requires the ability to interact with all clients in a professional and friendly manner despite periods of stress.

**Special Requirements:**

+ Wear steel toe safety shoes, safety glasses, gloves, hard hats and other Personal Protective Equipment as needed.

+ Cope with demands (stressors) that are associated with the job and/or the work environment so that acceptable levels of performance and overall contribution are maintained.

**Preferred Qualifications**

**Preferred Qualifications:**

1. Five years of staff management experience, including disciplinary action, hiring, terminating, and performance appraisals.

2. Experience utilizing a CMMS (computerized maintenance management system) Maximo/SAP.

3. Certification or formal training from Facility Maintenance Organizations such as IFMA, AFE or BOMA.

4. Experience developing and managing a budget.

5. Consistent demonstration of the ability to proactively identify potential problems or opportunities, analyze issues using all appropriate resources, develop alternatives, and arrive at the optimum approach to mitigate problems or leverage opportunities.

6. Experience in contract negotiation.

7. Experience with Microsoft Office programs such as Power Point and Visio.

8. Experience with Microsoft Office programs such as Excel, Outlook, and Word.

**Other Attributes:**

+ Must be willing to work overtime when required. May be required to work holidays and weekends.

**What We Offer**

AECOM is a place where you can put your innovative thinking and business skills into high gear and work alongside other highly intelligent and motivated people. It's a place where you can apply your skills to some of the world's most challenging, interesting, and meaningful projects worldwide. It's a place that values the diversity of our areas of practice and our people. It's what makes AECOM a great place to work and grow. AECOM is an Equal Opportunity Employer.

At AECOM, employee's safety and security are our top Safeguarding core value. All employees are expected to set the highest level of safety expectation in their work, display the highest level of safe behavior, and actively participate in AECOM's Safety For Life Program. SH&E is a part of our company culture and participation is required for all employees.

_NOTICE TO THIRD PARTY AGENCIES: Please note that AECOM does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, AECOM will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, AECOM explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of AECOM._

**_Job Category_** _Maintenance_

**_Country_** _United States of America_

**_Position Status_** _Full-Time_

**_Requisition/Vacancy No._** _177823BR_

_Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status._



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Customer Care Center Manager

Aecom
Greer, SC

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Greer, SC

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