Service Manager - Full-time

• Works with Service Director to create a workable shift schedule and provide staffing coverage for the phones to meet the needs of the customers and regional offices.
• Covers open shifts when no one else is available to work.
• Trains staff members in on-going, proactive manner regarding policies and standard operating procedures for the department and Centerline.
• Provides appropriate training for staff as particular issues arise.
• Completes Annual Performance Appraisals in fair and concise manner.
• Establishes excellent and poor performance guidelines and ensures these qualities known to each staff member in their evaluation.
• Establishes a working performance improvement plan for any staff member that is considered in need of positive action/training.
• Conducts any disciplinary actions needed throughout the year.
• Submits accurate bi-weekly payroll hours for staff members to payroll team in a timely manner.
• Monitors open orders against available drivers to ensure drivers are being contacted for available/open work orders.
• Monitors daily check-in calls, weekly customer service calls, skill marketing of available drivers, CSP calls, etc. to ensure UltraStaff notes are updated in “real time.”
• Monitors calls in the queue and notifies staff of extensive calls or hold time, and assists with calls as needed.
• Monitors emails and responds in a timely manner. All emergencies and Client requests to be answered within realistic timeframe. Follows the "Sundown" approach for all non emergency requests.
• Other duties may be assigned.

• Bachelor's degree or five years of relevant experience to include Customer Service experience in a Call Center environment with preference for experience in the Transportation or Transportation staffing industry
• Three years of supervisory experience
• Knowledge of DOT regulations
• Demonstrative leadership ability and success in delivering results through the actions of others
• Ability to manage multiple complex projects independently and meet deadlines under pressure
• Excellent communication skills both written and verbal and the ability to persuade an audience
• Ability to effectively interact and build relationships with a diverse employee population
• Excellent problem-solving and judgment
• Desire to work in a collaborative team environment
• Valid driver's license and a car that can be used for work
• Must be willing and able to travel up to 10% of the time
• Proficient in Microsoft Word, Excel, PowerPoint and Outlook

Centerline provides an excellent benefits package, which includes: 401(k) and comprehensive Health and Welfare coverage including Medical/Dental/Vision and prescription drug benefits.

TrueBlue is an Equal Opportunity Employer and we encourage all qualified applicants to apply.