Operations Manager
1 month ago
The Operations Manager will be responsible for all aspects of branch development, customer relationship management, building and managing a moving fleet. The Operations Manager will have significant contact with the Canadian franchise team, movers, sales team and customers, and will need to interpret their requests and then assign appropriate resources to meet their needs.
**Additional Responsibilities**:
In addition to the measurable KPIs listed below, Operation Managers are responsible for the activities listed below:
- Checking for any missing equipment such as (iPads, truck keys, Point of sale machines, and gas cards) report immediately if any missing
- Check to ensure all iPads and POS payment machines are properly docked and charging
- Taking care of the daily dispatch of the crew and fleet
- Distributing moving materials using the materials checklist
- Ensuring all drivers and movers have uniforms prior to leaving the office
- Monitoring drivers and helpers for attendance and adhering to all processes (posting daily announcements on the communication platforms)
- Creating invoices for movers on the job (and including after hours)
- Ensuring every single mover and driver is 100% confirmed and marked green on SmartMoving after the schedule has been completed
- Conducting confirmation calls for all booked customers
- Job scheduling of the entire fleet and crew
- Coordinating with the Sales Team to ensure last minute bookings are covered
- Coordinating with the mechanic to ensure fleet is in current order including service changes
- Storage and office daily maintenance (CRM Adjustments of Storage)
- **Completing RingCentral chat tasks. **At 5 pm, all tasks in the RingCentral chat between sales and operations should be completed by each department. The Operations Manager will review RingCentral for operations tasks
- Dealing with disputes through third party payment platforms
- Conduct self in a professional manner with internal team members and customers
- Manage team within a fast paced, customer-focused environment including training, **HIRING**, ensuring compliance with company standards.
- Promote a positive company culture
- Monitor work orders for accuracy to ensure profitability and customer satisfaction (Invoices)
- Actively monitor customer accounts and maintain regular customer communication to secure future business (feedback calls)
- Prioritize and expedite all service calls with a strong sense of urgency
- Measure workforce effectiveness, create objectives, deliver performance reviews, and address performance gaps
- Provide professional development for employees through, coaching, mentoring, and training
- Use budgets to monitor and evaluate performance, ensuring compliance with corporate needs and objective
- Monitor and ensure that all quotes are accurate in terms of expected chance of winning, price and dates
- May be required to work extended hours on short notice and/ or respond to emergency call-in
**Success Measures**
In summary, a successful Operations Manager will:
- Ensure a smooth process for movers and customers
- Complete daily tasks to prepare for future moves
- Quickly solve problems that arise throughout the day
- Support the movers when they are on a job
- Resolve any issues with customers and jobs
Pay: $20.00-$24.00 per hour
Schedule:
- 10 hour shift
- Holidays
- Monday to Friday
- On call
- Weekends as needed
**Experience**:
- Operations management: 5 years (required)
Work Location: In person
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