What are the responsibilities and job description for the Regional Operations Manager position at Service Pros Installation Group, Inc?
Description
About Us:
Service Pros Installation Group is a family-owned business, headquartered in Charlotte, NC; committed to utilizing our resources to positively impact those we serve, putting the needs of our coworkers and customers ahead of our own. Service Pros Installation Group works as an exclusive flooring installation provider for Lowe’s Home Improvement. We have workrooms across the Southeast, Northeast, and Midwest.
Our Mission
We provide exceptional customer experiences through our passion for serving others.
Our Vision
We strive to improve the lives of our employees, customers, and contractors in the communities we serve every day.
Our Values
Stewardship
People
Integrity
Growth
Summary
Are you passionate about recruiting and building a high-performing team? Join us as a Talent Acquisition Supervisor, where you’ll be at the forefront of developing and executing hiring strategies that attract top talent. In this role, you’ll oversee the full employee lifecycle – from recruiting to onboarding and retention – while also partnering with our Leadership and Development Consultant to ensure new hires are set up for success. You’ll foster a team environment of growth and play a critical role in shaping our company’s future.
Requirements
FLSA Status: Exempt
Essential Duties and Responsibilities:
- Maintain workflow by monitoring daily job installations, sub-contractor issues, and issues affecting installation; observe employee performance and workroom performance data; monitor personnel and resources; set installation performance standards and recommend changes to improve efficiency and decreases in subcontractor issues/repairs and non-performance; implement process changes; develop reporting procedures and systems; facilitate changes to correct inefficiencies within processes; initiate and foster a spirit of cooperation within the company.
- Assess workroom supervisors by adjusting workload and/or assigning personnel; set work result standards; establish priorities; monitor progress; revising schedules; resolving problems; report results of the process flow on performance production summaries.
- Monitor efficiency of service by auditing calls, complaints, time to install data, busted jobs, recruitment of subcontractors.
- Maintain quality service by establishing and enforcing organization standards.
- Provide performance metrics by compiling, initiating, sorting, and analyzing staff performance records, installation cost including chargebacks, handyman charges, pricing, gifts to customers, etc. – costs which are being made at the workroom level to get the job done; answering questions and responding to requests.
- Resolve personnel and performance problems by analyzing data; investigating issues; identifying solutions; recommending action.
- Monitor the hiring, onboarding, and service requests of installers.
- Handle escalated issues that cannot be resolved at the workroom or Regional Service Manager level.
- Develop staff by training employees; developing personal growth.
- Either ensure coverage or work in the workroom when an ISM is not present or when workload exceeds personnel capacity.
- Performs other duties as assigned.
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:
- Education and/or Experience 2 - 4 years installation experience with a bachelor’s degree; or equivalent combination of education and experience.
- Analytical and Reasoning Skills - Experience compiling and analyzing data to improve process efficiencies.
- Computer Skills -Good working knowledge of spreadsheets, email, database, and video and audio communication.
- Language Skills – Ability to read and comprehend moderately to complex instructions, correspondence, and memos. Ability to write letters and prepare other documents as needed. Proofreads work.
- Mathematical Skills – Ability to add, subtract, multiply, and divide for basic algebraic and calculations.
- Ability to drive and maintain a driver’s license with personal car insurance.
- Communication Skills –- Displays excellent communication skills, including presentation, persuasion, and negotiation skills required in working with customers, co-workers, and subordinates, includes the ability to communicate effectively and remain calm and courteous under pressure.
- Vision – Ability to view documents, multiple screens, and read handwritten documents.
- Leadership – Experience managing/supervising multi-locations/teams remotely.
