Tom McLeod Software Corp
Manager, Integration Services - MobileComm
Tom McLeod Software Corp, Birmingham, Alabama, United States, 35275
Purpose of this Position:
The Manager will successfully guide the activities and develop the efforts of the Integration Services team to facilitate the maximization of resources, achieve customer satisfaction and productivity goals, and promote Company goals and vision.
Essential Duties and Responsibilities
include the following. Other duties may be assigned.
Oversee daily activities of the Mobile Comm team to maximize scheduling and real-time utilization of resources.
Analyze team data and recommend changes to staffing allocations to drive more effective use of resources.
Act as management escalation point for after-hours support issues.
Oversight of Mobile Comm team Upgrade activities.
Interface with Management team to ensure smooth coordination of scheduling and collaborative team communication on customer projects.
Assure team provides exceptional customer service experiences to our customers (external and internal).
Cultivate and maintain a favorable working relationship with all company employees, key vendor partners, and other external stakeholders.
Monitor performance of the Mobile Comm team members against standards; receive input from other departments, use gathered data to coach/mentor appropriately. Maintain performance records and reports of team members.
Conduct performance counseling and coaching on a periodic basis; conduct performance reviews and make recommendations for salary changes.
Establish and maintain an environment that encourages teamwork and individual efforts and ethical behavior. Lead by example.
Development of internal employees for business and company specific knowledge; assist in personal and professional development plans.
Develop well-documented, repeatable processes and procedures to ensure consistency and increase the best chance for customer satisfaction.
Ensure that Mobile Comm team members and others adhere to the documented policies and procedures, providing the best customer service possible.
Enact contingency plans as needed; monitor any issues during escalation and provide direction and guidance during stated issues. Post-resolution includes a post-mortem analysis of problems, providing input and any necessary changes to stated policies and procedures for future process improvements.
Keep immediate supervisor promptly and fully informed of all problems or unusual matters of significance and take prompt corrective action where necessary or suggest alternative courses of action.
Perform all necessary supervisory functions to manage assigned personnel effectively and efficiently:
Maintain trained and qualified staff.
Communicate areas of accountability and performance expected of assigned personnel.
Determine standards of performance as a basis to review progress of assigned personnel.
Recommend salary adjustments, transfers, promotions, and dismissals.
Ensure proper onboarding and continuous training of assigned personnel.
Foster a cooperative and harmonious working climate to support positive employee morale and productivity.
Continue improvement of technical knowledge and ability.
Competencies:
A minimum of 5 (five) years of progressive management experience in software, customer service, call centers, transportation or other performance-based industry including forecasting, scheduling and real-time operations management.
This position is not a travelling role but need to be willing for occasional travel to assist with customer issues or shadow Integration Consultants.
Experience supervising, coaching and developing staff.
Working knowledge of software and/or transportation industry preferred.
Ability to build relationships and work effectively at all levels of an organization and to interact confidently with senior management.
Ability to maintain a friendly attitude with others (customers and other employees) regardless of situation.
Ability to communicate technical information coherently, both verbally and in writing, to customers with various levels of education.
Ability to control emotions and remain calm in stressful situations.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
Bachelor's degree (B. A.) from four-year college or university; or three to five years related experience and/or training; or equivalent combination of education and experience.
About Us
Since 1985, McLeod Software has provided powerful transportation management and trucking software solutions to the trucking industry. These solutions, developed entirely by our company, are comprehensive and support integration with a broad array of complimentary logistics products.
We are the leader when it comes to software for trucking dispatch operations management, freight brokerage management, fleet management, document imaging, workflow, EDI, and business process automation solutions for trucking, freight brokerage, third party logistics, and shipper companies in the United States.
With an established base of more than 1,200 active customers throughout North America, McLeod Software is dedicated solely to the transportation industry. This focus means we have a deep understanding of the needs and intricate details involved in carrier, broker, and freight management businesses of all types.
Participation in the trucking and brokerage industry is extremely important to McLeod Software. We have always believed that we benefit beyond our investment from our active participation in the industry's most important organizations. In addition to national organizations like the ATA, TCA, TIA, AFTC, NTTC, and NPTC we belong to and participate in over 20 state and regional organizations.
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The Manager will successfully guide the activities and develop the efforts of the Integration Services team to facilitate the maximization of resources, achieve customer satisfaction and productivity goals, and promote Company goals and vision.
Essential Duties and Responsibilities
include the following. Other duties may be assigned.
Oversee daily activities of the Mobile Comm team to maximize scheduling and real-time utilization of resources.
Analyze team data and recommend changes to staffing allocations to drive more effective use of resources.
Act as management escalation point for after-hours support issues.
Oversight of Mobile Comm team Upgrade activities.
Interface with Management team to ensure smooth coordination of scheduling and collaborative team communication on customer projects.
Assure team provides exceptional customer service experiences to our customers (external and internal).
Cultivate and maintain a favorable working relationship with all company employees, key vendor partners, and other external stakeholders.
Monitor performance of the Mobile Comm team members against standards; receive input from other departments, use gathered data to coach/mentor appropriately. Maintain performance records and reports of team members.
Conduct performance counseling and coaching on a periodic basis; conduct performance reviews and make recommendations for salary changes.
Establish and maintain an environment that encourages teamwork and individual efforts and ethical behavior. Lead by example.
Development of internal employees for business and company specific knowledge; assist in personal and professional development plans.
Develop well-documented, repeatable processes and procedures to ensure consistency and increase the best chance for customer satisfaction.
Ensure that Mobile Comm team members and others adhere to the documented policies and procedures, providing the best customer service possible.
Enact contingency plans as needed; monitor any issues during escalation and provide direction and guidance during stated issues. Post-resolution includes a post-mortem analysis of problems, providing input and any necessary changes to stated policies and procedures for future process improvements.
Keep immediate supervisor promptly and fully informed of all problems or unusual matters of significance and take prompt corrective action where necessary or suggest alternative courses of action.
Perform all necessary supervisory functions to manage assigned personnel effectively and efficiently:
Maintain trained and qualified staff.
Communicate areas of accountability and performance expected of assigned personnel.
Determine standards of performance as a basis to review progress of assigned personnel.
Recommend salary adjustments, transfers, promotions, and dismissals.
Ensure proper onboarding and continuous training of assigned personnel.
Foster a cooperative and harmonious working climate to support positive employee morale and productivity.
Continue improvement of technical knowledge and ability.
Competencies:
A minimum of 5 (five) years of progressive management experience in software, customer service, call centers, transportation or other performance-based industry including forecasting, scheduling and real-time operations management.
This position is not a travelling role but need to be willing for occasional travel to assist with customer issues or shadow Integration Consultants.
Experience supervising, coaching and developing staff.
Working knowledge of software and/or transportation industry preferred.
Ability to build relationships and work effectively at all levels of an organization and to interact confidently with senior management.
Ability to maintain a friendly attitude with others (customers and other employees) regardless of situation.
Ability to communicate technical information coherently, both verbally and in writing, to customers with various levels of education.
Ability to control emotions and remain calm in stressful situations.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
Bachelor's degree (B. A.) from four-year college or university; or three to five years related experience and/or training; or equivalent combination of education and experience.
About Us
Since 1985, McLeod Software has provided powerful transportation management and trucking software solutions to the trucking industry. These solutions, developed entirely by our company, are comprehensive and support integration with a broad array of complimentary logistics products.
We are the leader when it comes to software for trucking dispatch operations management, freight brokerage management, fleet management, document imaging, workflow, EDI, and business process automation solutions for trucking, freight brokerage, third party logistics, and shipper companies in the United States.
With an established base of more than 1,200 active customers throughout North America, McLeod Software is dedicated solely to the transportation industry. This focus means we have a deep understanding of the needs and intricate details involved in carrier, broker, and freight management businesses of all types.
Participation in the trucking and brokerage industry is extremely important to McLeod Software. We have always believed that we benefit beyond our investment from our active participation in the industry's most important organizations. In addition to national organizations like the ATA, TCA, TIA, AFTC, NTTC, and NPTC we belong to and participate in over 20 state and regional organizations.
#J-18808-Ljbffr