Service Center General Manager

Veolia; Hanceville (AL); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

401(k) plan

Job summary

Veolia in Hanceville, AL, is seeking an experienced Service Center General Manager to lead daily operations and drive customer satisfaction. The role focuses on building a high-performing team, optimizing workflows, and delivering service excellence.

You will manage budgets, monitor KPIs, and implement continuous improvement initiatives while maintaining compliance with company policies and industry standards. This is a full-time role based on site.

Qualifications

• 5 years of progressive experience in service center management or operations.
• 3 years of direct supervisory or management experience leading teams.

Responsibilities

• Lead and develop a diverse service center team.
• Establish KPIs to ensure service quality, efficiency and customer satisfaction targets.
• Manage operational budgets, control costs, and optimize resource allocation.
• Implement process improvements and best practices to enhance efficiency and reduce turnaround times.
• Oversee scheduling, staffing levels, and workforce management for optimal coverage.
• Conduct performance reviews and develop career advancement opportunities.
• Ensure compliance with policies, regulations and quality standards.
• Analyze performance metrics and generate reports to identify trends and opportunities.
• Maintain regular communications with senior leadership on status and initiatives.
• Foster a customer-centric environment with service-excellence standards.
• Recruit, onboard, and retain top talent for the service center.

Skills

Leadership

KPI tracking

Budget management

Data analysis

Process improvement

Communication

Workforce scheduling

Decision making

Job description

Job Description

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. The ideal candidate will demonstrate strong management capabilities, strategic thinking, and a commitment to continuous improvement.

• 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
• Ensure compliance with company policies, industry regulations, and quality assurance standards
• 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
• Recruit, onboard, and retain top talent to build a high-performing service center team

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
• Preferred: Background in customer service or call center operations

Additional Information

Benefits: Comprehensive benefits package includes paid time off policies, as well as health, dental, vision, life insurance, tuition reimbursement, paid volunteering and more. In addition, commencing no later than January 1, 2027, benefits package will include participation in an employer sponsored 401(k) plan, to save for retirement. Pay and benefits for employees represented by a union are outlined in their collective bargaining agreement. We are an Equal Opportunity Employer! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law

Compensation

$100,000-$100,000 per year