As a Supervisor, you will be expected to: * Select, train, and develop qualified, diverse workforce. Perform monitoring and skill verification on an ongoing basis. * Supervise all employees’ workload, balance and adjust assignments to obtain the most effective performance from all employees. * Establishes and communicates performance standards and objectives; conducts performance ap-praisals. Recommends salary adjustments, promotions and disciplinary action. * Monitors operations and staff and recommends, when necessary, changes in methods, procedures, structure, and additions or changes in personnel to secure optimum utilization of resources. Admin-isters all Stericycle company policies and procedures. * Counsels team members on educational and job opportunities, which will enhance their career de-velopment, and keeps staff informed of current problems, changes, and new developments in the department and company by conducting periodic meetings. * Monitors and ensures that team members are performing their functions safely and productively. Makes recommendations for changes or improvement, when necessary, in order to prevent acci-dent or injuries.
Follow company policies and procedures to ensure effectiveness of Client Solutions department. Coordi-nates activities with other internal departments, transportation, operations, IT, finance, sales staff, and field representatives (if needed).
Works to ensure that new or enhanced training for the client solutions team is disseminated to all necessary groups.
Reviews systems and reports for errors relating to the work/processes.
Serves as point of contact for escalation calls from representatives about problems requiring special han-dling or those not able to be resolved at front-line level. Contact parties involved and take necessary action to resolve problems with internal departments. Take proactive steps as appropriate and maintain compli-ance Complaint Tracking System.
May serve on project teams and/or help develop new processes and procedures for the overall team.
Will have responsibility for implementing compliance procedures with federal and state regulations on an occasional basis.
Demonstrates the ability to be held accountable for individual, and where appropriate, team decisions, actions, and results
Demonstrates the ability to assess situations, focusing on central issues; reviews all possible solutions and conse-quences; adapts theories, concepts and analytical tools to resolve problems/issues independently.
Demonstrates the ability to provide direction and instruction on action plans to meet performance goals and objec-tives; gives specific feedback on performance; provides support, and follows up.
Demonstrates the ability to present ideas and information in a clear, concise, organized, and diplomatic manner; ask appropriate questions in order to obtain information; listen to others to respond effectively to ideas and questions. Present prepared information to individual and groups in a manner that is clear and concise, holds their interest and addresses their needs or concerns.
Demonstrates the ability to identify and understand customer needs; takes appropriate actions to ensure customer needs are met and proactively searches of ways to increase customer satisfaction.
Demonstrates the ability to assign tasks and provide decision-making responsibilities by considering staff knowledge, experience, skills, and workloads.
Demonstrates the ability to deal openly and honestly with internal and external customers while building credibility and maintaining trust. Exhibits empathy and sensitivity for the needs of customers and clients. Is perceived by oth-ers as being helpful and supportive.
Demonstrates the ability to pitch in and assist with workload demands contributing to the achievement of depart-ment objectives.
Demonstrates the ability to speak clearly and express self well in groups and on-on-one; translate technical knowledge and issues into easily understood ideas and concepts.
Bachelor’s Degree and four or more years of experience in a customer service / project management, or the equiva-lent in related work experience demonstrating sound judgment and initiative to satisfy customer requirements.
Demonstrates excellent written and verbal communication skills
Demonstrates strong Computer skills including Microsoft Office.
Demonstrates superior customer service skills operational leadership abilities.
Demonstrates the ability to plan and supervise the work of others.