Essential Duties and Responsibilities:

• Supervise the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed - Interview and recommend hiring and promotion of contact center staff, through partnering with Human Resources

• Develop work schedules and assign duties to direct report personnel to ensure efficiency

• Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources

• Discuss job performance concerns with employees to identify causes and issues and work closely with the Human Resources on resolving problems - Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks

• Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports

• Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types, and providing coaching on a regular basis

• Participate in meetings and recommend changes to policies and procedures

• Assume leadership responsibility for departmental tasks and contact center activities as required

• Support and enforce contact center expectations

• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work

• Assist direct reports with escalated issues or cases as needed

• Perform other duties as assigned by leadership Minimum Requirements:

• Associate Degree or equivalent combination of education, technical training or work experience considered in lieu of degree - Minimum of two (2) years of experience in a call center environment required - Ability to manage a high level of confidentiality - Proficient in Microsoft office suite - Excellent organizational, written, and verbal communication skills

• Ability to perform comfortably in a fast-paced, deadline-oriented work environment

• Ability to work as a team member, as well as independently

• Must be able to remain in a stationary position for an extended period of time

• Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds

Required Skills Required Experience

• Learn and follow LPR’s safety policies.
• Take actions to avoid potential hazards and obstructions such as utility lines, other equipment, other workers, and falling objects.
• Adjust levers and depress pedals to control attachments such as boom, loads, man-baskets, and ball.
• Start engines, move throttles, switches, and levers, and depress pedals to operate machines such as friction and hydro cranes.
• Locate underground services, such as pipes and wires, and overhead potential hazards prior to beginning work.
• Align machines, loads, or overhead gauge markers with reference stakes and guidelines or ground, or position equipment following hand signals of other workers. Know load charts, and wind charts in accordance with safe operating procedures.
• Drive and maneuver equipment, remove and place loads and distribute materials and equipment to designated areas.
• Coordinate machine actions with other activities, positioning or moving loads in response to hand or audio signals from crew members.
• Repair and maintain equipment, making emergency adjustments or assisting with major repairs as necessary.
• Responsible for tear down and set up of crane and move in and out of crane from one location to the next.
• Talk to foremen and supervisors, and study instructions, plans, and diagrams, in order to establish work requirements.
• High level working knowledge of safe practices for load and crane rigging.
• Keep records of material and equipment usage, and problems encountered. Responsible for monthly maintenance logs, making sure they are turned in to Equipment Mgr. in a timely manner.
• Responsible for reporting any needed repairs to job GF/Superintendent and Equipment Mgr. and help facilitate repairs for crane that is being operated by operator.
• Perform related duties as assigned