Job Information
Encompass Onsite LLC Area Manager in Worchester, Massachusetts
Job Description
Area Manager
NATURE OF WORK
The Area Manager serves as the primary business contact for the client and is responsible for client satisfaction. This position is also responsible for directly and indirectly overseeing the efficacy of field operations of assigned territories of Encompass. The Area Manager is expected to consistently provide excellent customer service to accounts and represent client needs and goals within the organization to ensure quality. In addition, this series is responsible for providing industry-specific knowledge and information to the public and other individuals with business with Encompass consistent with policies on confidentiality.
Our commitment to quality service and performance begins with attracting the most qualified employees and cleaning professionals who wish to work alongside leaders in the building maintenance field. With support and recognition from co-workers and management, our employees have an opportunity to attain the highest level of professional achievement and personal satisfaction in a dynamic and friendly environment.
EXAMPLES OF ESSENTIAL DUTIES
Responsible for all client communications, conflict resolution, and compliance on client deliverables and revenue.
Oversees the activities performed in all work units within assigned territory, including the implementation of procedures, case management and processing, records management, collection and reporting of statistics, and minor inventory-related accounting functions.
Oversees and coordinates the work of subordinate team members, including reviewing work and production performance, motivating subordinates to work more effectively, identifying problems with performance, and developing solutions to those problems, determining training needs to improve performance, initiating informal measures to correct misconduct or making recommendations.
An Area Manager for Encompass assists the Senior Operations Manager in the development and implementation of policies within the field. Develops operating procedures, forms, and systems. Plans, develops, and facilitates changes in procedures, forms and practices, workflows, personnel assignments, and equipment.
Advises crews and customers when unusual work situations arise or when new procedures are instituted.
Ensures that all processes and procedures are completed, quality standards are met, and that projects are profitable.
Aware and in pursuit of opportunities for account growth and new business, involving the Senior Operations Manager and Sr. Director, Strategic Accounts
Performs personnel administrative tasks, including coordinating and participating in the hiring and promotion process, oversees the training of new employees and the ongoing training of other employees, resolving unusual employee problems, and oversees employee time and attendance records within an assigned territory.
Regularly meets with crews and other staff to exchange information and discuss issues affecting the success of field operations. Calls and conducts formal staff meetings to exchange information and discuss ways to make each clean team function more efficiently. Prepares written agendas, causes minutes to be recorded, prepares written summaries of issues and action plans for review by the Senior Operations Manager
Prepares manuals and other materials describing procedures and standards. Prepares reports as required by the Senior Operations Manager and Sr. Director, Strategic Accounts
Serves as a point of contact for information concerning the activities of field operations for both clients and superior management personnel. Additionally, an Area Manager can respond to all inquiries within established guidelines and must be capable of using specialized communication skills in performing these duties.
An Encompass Area Manager trains staff in the use of automated systems, introduces new versions or functions, troubleshoots problems, and attends meetings.
Furthermore, this position requires one to assist in budget preparation and maintenance of each service area within the assigned territory or portfolio, ensure the satisfactory completion of special projects as required, and understand fully the duties of a lower-level series as required.
Ensure adherence to established standards, expectations, and service level agreements (SLAs) to meet both client and company’s objectives.
KNOWLEDGE, SKILLS, AND ABILITIES
Extremely detail oriented.
Motivated, goal oriented, persistent and a skilled negotiator
High level of initiative and work well in a team environment.
Excellent verbal and written communication skills.
Handles stressful situations and deadline pressures well.
Ability to develop office and field procedures.
Plans and carries out responsibilities with minimal direction.
Demonstrated ability to organize, direct, and perform high level supervisory duties in a manner conducive to full performance and high morale.
MINIMUM REQUIREMENTS
High school, and college diplomas or their equivalents. Must have a minimum of four years of experience in the facilities and building maintenance industry, including supervisory experience, or an equivalent combination of education and experience.
Considerable knowledge of effective supervisory and management techniques
Ability to travel 60% of the time
Valid Driver’s license
SUPERVISION RECEIVED
General supervision is received from a professional supervisor who confers on difficult problems and reviews completed work for quality of professional results. Tasks are usually performed under little direct supervision allowing use of independent judgment.
SUPERVISION EXERCISED
Supervises all team members working on their assigned account/territory.
FLSA Status: Exempt.
EEO Classification: First/Mid-Level Officials and Managers
Encompass is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.
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