Resource Management Supervisor

2 weeks ago

Strongsville, Ohio, United States Acuative Corporation Full time
Position Overview

The Resource Management Supervisor plays a pivotal role in overseeing a globally distributed team of dispatchers dedicated to achieving departmental objectives while aligning with the strategic goals of Acuative Corporation. This position emphasizes a commitment to quality and a customer-centric approach, ensuring that project milestones are consistently met.

Key Responsibilities:

  • Supervise the activities of departmental leads and supervisors to ensure alignment with organizational goals.
  • Assess customer requirements and ensure adherence to established quality standards for optimal service delivery.
  • Collaborate with the Strategy & Support Manager to facilitate the effective implementation of new service contracts.
  • Engage in discussions regarding resource allocation to support maintenance agreements.
  • Participate in client onboarding meetings to evaluate the impact of new contracts on team operations and resource distribution.
  • Guide leads and supervisors on contract specifics to ensure compliance with service agreements.
  • Develop and refine processes in collaboration with departmental leadership, ensuring proper documentation and training for frontline staff.
  • Contribute to strategic decision-making that influences the operational area.
  • Provide recommendations based on internal and external insights to mitigate risks and support long-term organizational objectives.
  • Ensure timely and accurate scheduling of technician and inventory resources.
  • Oversee the creation and management of annual inventory schedules for field engineers and contractors.
  • Support the Inventory Control team and act as a point of escalation for related issues.
  • Conduct interviews, manage hiring processes, and provide coaching and performance evaluations for team members.
  • Establish clear communication protocols to enhance team collaboration.
  • Foster a culture of adaptability and continuous improvement.
  • Regularly communicate expectations regarding goals, roles, and processes.
  • Compile and analyze departmental metrics to drive improvements.
  • Lead and motivate team leaders and frontline personnel to enhance operational efficiency.
  • Ensure a profit margin of 30% or greater on vendor utilization while maintaining data integrity.
  • Address escalated operational issues in coordination with other departments.

Work Environment:

This position is exempt and typically requires standard business hours, with occasional after-hours support as needed. Minimal travel is expected, and direct reports will include team supervisors.

Qualifications:

  • Bachelor's degree or equivalent experience in managing global or remote teams.
  • Strong problem-solving abilities and decisiveness in dynamic environments.
  • Proven adaptability and change management skills.
  • Proficiency in Microsoft Office applications.
  • Exceptional oral and written communication skills.
  • Ability to manage multiple tasks effectively under pressure.
  • Experience in process documentation, including flowchart creation.
  • Background in customer service.
  • Excellent organizational capabilities and teamwork skills.

Preferred Qualifications:

  • Experience in managing diverse, virtual teams.
  • Background in telecommunications operations or service delivery.
  • Familiarity with policies and procedures of Field Services Teams.
  • Previous experience in remote leadership roles.
  • Experience working with vendors and providers.
  • Lean training or certification.
  • Direct client support experience.

Physical Demands:

The role is primarily office-based, involving extensive computer use and frequent collaboration with various departments.

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