Service Center General Manager

About the role

We are seeking an experienced and results-driven Service Center General Manager to lead our operations in Hanceville, United States. In this pivotal leadership role, you will oversee all aspects of our service center, driving operational excellence, maximizing team performance, and ensuring exceptional customer satisfaction.

Responsibilities

• Lead, mentor, and develop a diverse team of service center professionals, fostering a culture of accountability, collaboration, and continuous learning
• Establish and monitor key performance indicators (KPIs) to ensure service quality, efficiency, and customer satisfaction targets are consistently met
• Manage operational budgets, control costs, and optimize resource allocation to maximize profitability while maintaining service standards
• Implement process improvements and operational best practices to enhance efficiency, reduce turnaround times, and streamline workflows
• Oversee scheduling, staffing levels, and workforce management to ensure adequate coverage and optimal team utilization
• Conduct regular performance reviews, provide constructive feedback, and develop career advancement opportunities for team members
• Analyze performance metrics and generate reports to identify trends, opportunities, and areas requiring corrective action
• Maintain strong communication with senior leadership, providing regular updates on operational status and strategic initiatives
• Foster a customer-centric environment by implementing service excellence standards and addressing escalated customer concerns

Qualifications

• 5 years of progressive experience in service center management, operations management, or a related field
• 3 years of direct supervisory or management experience leading teams of varying sizes
• Proven expertise in budget management, financial analysis, and cost control
• Strong knowledge of performance metrics, KPI tracking, and data-driven decision-making
• Demonstrated ability to implement process improvements and operational efficiency initiatives
• Excellent leadership, motivational, and interpersonal skills with the ability to inspire and develop team members
• Strong organizational and time management skills with the ability to prioritize multiple initiatives
• Proficiency in service center management software and standard business applications
• Experience with quality assurance programs and customer service excellence standards
• Knowledge of workforce scheduling and labor management practices
• Problem-solving abilities and sound judgment in making strategic decisions
• Excellent written and verbal communication skills

Preferred

• Experience with Lean, Six Sigma, or other continuous improvement methodologies
• Background in customer service or call center operations

Additional Information

Clean Earth offers competitive benefits including health, dental, vision, life, and disability insurance plans starting on the first day of employment; paid time off, wellness benefits, employee discount program, tuition assistance, and a 401k with company matching. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, gender identity, or genetics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

If you have a difficulty applying for any job posted on Harsco Clean Earth’s website because a disability prevents you from using the online system, Clean Earth offers the following alternate application procedure: Call toll free (833) 209-2659 and leave your name, phone number, city and state of residence. Clean Earth will arrange for an alternate method of applying and will consider your application together with all other applications received for the job. This line is dedicated to disability applications only. No other inquiries will receive a response.