Associate Manager, ROI

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Oversee and maintain standard operating procedures for the Remote Solutions ROI team.

• Ensure the team meets consistent quality and productivity benchmarks.

• Manage metrics, staff skill development, training, coaching, and mentoring.

• Evaluate and assess employee performance and productivity.

• Carry out corrective actions and provide employee counseling when necessary.

• Design and supervise employee training initiatives.

• Oversee daily workflows and adjust resources as needed.

• Conduct regular team meetings and facilitate quarterly one-on-one sessions.

• Generate departmental performance reports and procedural documentation for management.

• Monitor client-specific turnaround times and deadlines.

• Assess the quality of responses provided to client facilities by MRO staff.

• Engage with multi-level client contacts regarding escalated issues.

• Collaborate with internal dependencies.

• Address inquiries, resolve issues, and recommend corrective actions for client-related matters.

• Ensure adherence to quality and productivity standards.

• Track production and turnaround metrics using system-generated reports.

⛳️ Requirements

• Bachelor’s degree or a comparable combination of education and experience.

• Highly self-driven, professional, and proactive demeanor.

• Proficiency in Microsoft Office Suite.

• Experience in phone groups or customer service settings.

• Established record of progressive leadership success.

• Capability to motivate, inspire, mentor, and coach others while fostering a high-performing team within a positive and supportive environment.

• Familiarity and comfort with metrics management.

• Ability to think strategically and devise logical and creative solutions to complex challenges.

• Strong organizational capabilities.

• Excellent written and verbal communication skills.

• Keen attention to detail.

• Ability to interact effectively with all levels of employees and leadership.

• Experience in training, presentations, and conducting meetings is advantageous.

• Additional related duties as assigned by management.

🏝️ Benefits

• Eligibility for an annual cash bonus.

• Medical insurance coverage.

• Dental insurance benefits.

• Vision insurance options.

• Life insurance protection.

• 401(k) retirement plan.