The Market Center Operations Manager leads a team of Customer Relationship Representatives (CRR) and is accountable for the day-to-day service delivery operations for an assigned territory. This position is responsible for organizing resources and activities in order to fulfill customer orders. The Market Center Operations Manager must possess a “customer-first” operating mentality, building and developing a team that is committed to service excellence as defined by our customers. This role also ensures financial performance is maintained for the center; managing operational costs, staffing levels, Associate PPE expense, and other costs associated with service delivery.

Location: Ft Worth, TX

Responsibilities:

Hires, manages, coaches, develops and trains a Customer Relationship Representative (CRR) staff Ensures that orders are filled by CRRs with qualified and reliable Associates, and that Associate timecards are processed daily to facilitate timely payroll Establishes weekly performance expectations and holds CRR team accountable to meeting commitments made to our customers and Associates Oversees day-to-day operations of the center required to fulfill customer service demand Ensures orders are accurately entered in a timely fashion and that JobStack is the primary dispatch option Works closely with Centralized Recruiting to ensure there is sufficient and competent Associate supply to meet customer demands Works closely with Market Development Manager and National Account Development Manager to ensure that Associates who complete assignments are marketed for new assignments Resolves escalated customer issues quickly with empathy and professionalism Ensures that CRRs regularly engage Associates to encourage their growth and improve retention Works with Account Managers and Strategic Account Managers to ensure pay rate / bill rate spread is set to maximize customer fill rates and propose changes as required Responsible for improving Worker Safety Ratio and administering Workers' Compensation Claims if they arise Works closely with the Process Excellence team to streamline processes for operational efficiency Accountable for and manages Market Center financial performance through effective impact on and monitoring of both costs and revenues, using the Market Center P&L Supports company values of integrity and respect through actions and commitment

Qualifications:

5 years related experience required, including leadership of a team. Prior experience managing in the staffing industry preferred Bachelor’s Degree or equivalent combination of education and experience required. Office work environment Strong customer service and interpersonal skills; skilled and able to help resolve multiple customer complaints/needs, and CRR issues Proven leadership competencies and the demonstrated ability to grow a high-performing cohesive team. Proficient at understanding and driving financial performance Strong verbal and written communication skills, with the ability to confidently communicate to a wide range of customer stakeholders Strong organizational skills and attention to detail; ability to prioritize and execute multiple tasks and meet deadlines under pressure Exceptional analytical skills; comfortable analyzing order, Associate, and customer data to drive results Empathetic, willing, and able to have challenging conversations with customers and staff as needed

Salary Range:

The salary for this position is anticipated to range between $60,800 - $68,000 per year, plus eligibility for incentive pay, subject to plan terms.
Pay is based on qualifications necessary for the position, including experience, training and other considerations permitted by law. We consider qualified applicants with arrest and conviction records in accordance with applicable law.

Benefits and Well-Being:

We offer a competitive benefits package, including 6 paid holidays, 1 paid floating holiday and up to 20 days of Paid Time Off per year, Medical/Dental/Vision insurance, Company-matching 401(k) and Employee Stock Purchase Program, in addition to other programs and perks. More details about our benefits can be found by copying and pasting this URL into your browser: https://bit.ly/24benefits. 

Physical and Work Requirements:

Branch work environment with frequent customer interaction, constantly operates a computer, phone, and other office equipment. Employee is frequently required to stand, walk, sit, talk, and/or hear for long periods of time. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move 25 pounds, and occasionally lift and/or move 50 pounds. 

TrueBlue, Inc. and its brands welcome and encourage applications from candidates with disabilities. Accommodations are available upon request for candidates taking part in the application or interview process. If you require disability-related accommodation during the application or interview process, please contact your Recruiter directly, Employee Relations at HR-Advice@trueblue.com, or 1-800-610-8920. TrueBlue, Inc. and its brands will consult with all applicants who request disability-related accommodation during the application or interview process to ensure that the accommodation provided takes into account the applicant’s individual accessibility needs.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law.