Terminal Manager
Summary:
Oversees the overall customer experience and manages the day to day functions of the driver work force.
Ensures customer satisfaction with all touch points within the terminal and employee/ customer interaction.
Responsible for effective employee/labor relations.
Compliance with audit and budget key performance indicators.
Major
Responsibilities:
Selects, trains and mentors supervisors, hourly staff and driver workforce.
Ensures that all personnel have been trained and/or retrained according to customer service standards and operational procedures.
Follow up with all drivers at their domicile a minimum of once a month.
Ensures highest level of customer satisfaction.
Resolves escalated Customer complaints.
Ensures adherence to standards are met and maintained with regard to safety, customer interaction and state and federal regulations Maintains high level of customer experience quality in accordance with company standards.
Ensures that company standards are met in the areas of appearance, training, education and regulatory compliance for all employees Ensures compliance with Safety and environmental standards, including appropriate attendance of safety and risk reduction meetings, handling of injury investigations.
Ensures sound cash control and maintains GLI field accounting standards.
Develops budget and manages operating expenses within the budget.
Develops initiatives to increase sales.
Performs analysis and makes recommendations to ensure competitive advantage from a marketing, customer service and human perspective.
Provides employee development by providing ongoing feedback to employees concerning strengths and areas of needed improvement and may recommends supplemental training programs.
Basic understanding of federal, state and local labor laws.
Work closely with local HR to address all levels of harassment complaints and assist in investigating thoroughly all allegations of harassment Investigates and acts on feedback regarding drivers and safe operational practices.
Provides ongoing feedback to employees concerning strengths and areas of needed improvement through the use of DriveCam reporting and customer feedback Works with staff to ensure good labor relations are maintained.
Includes working with Assistant Business Agents and Shop Stewards as well as handling 3rd level grievance resolutions.
Ensures the following of the CBA Actively engages the community as the company standard-bearer.
Other projects or tasks as assigned.
Work
Experience:
Hospitality or Customer Service (3 plus years).
Supervisor/Management experience (1 plus years) Human Resources experience a plus Planning and analysis (1 plus years).
Budget responsibility (1 plus years).
Safety responsibility (1 plus years) Skills:
Passion for customer service ability to create innovative solutions to keep customers committed to the brand.
(required), Safety and Workers Compensation (required) Labor relations and CBAs (required) Training, Motivation, Interpersonal (required), Analytical (required).
Ability to exercise considerable diplomacy, judgment and discretion in establishing and maintaining good working relationships and discretion with the company, union officials and other governing agencies.
Ability to analyze statistical information and make decisions.
Must be able to effectively communicate both verbally and written, and exercise active listening skills Recommended Skills Active Listening Auditing Communication Customer Experience Customer Satisfaction Diplomacy Estimated Salary: $20 to $28 per hour based on qualifications.
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