Job Description

POSITION SUMMARY: The Operations Manager is responsible for supervising the collections activities in one or more lines of business (commercial, residential, roll-off (industrial) and/or container delivery and pick up). The Operations Manager oversees drivers and helpers and works with their management team to implement tactical initiatives to drive functional excellence and budget achievement. The Operations Manager will select, supervise and train employees in their respective position to ensure safe, professional and efficient service in assigned branch. Provide leadership which results in positive employee/employer relations and a professional image.

PRIMARY DUTIES AND RESPONSIBILITIES:

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

• Understand and provide leadership to achieve and communicate about safety goals and objectives.

• Work to remove unsafe conditions or situations from drivers’ routes.

• Work with the office to identify and eliminate any unsafe conditions on routes or for new

  customers.

• Partner with the maintenance department to ensure all equipment remains in working order

  and in compliance with safety standards.

• Oversee effective safety and accident prevention programs to ensure all reasonable actions are

  taken to prevent accidents and injuries; ensure a safe and productive work environment for all

  employees; implement and maintain an effective loss control and safety program.

• Engage assigned employees in active participation to instill a culture of safety by demonstration

  of a personal commitment to safe operations and active personal outreach to operational

  employees.

• Recruit, interview, hire, train and discipline all product line personnel.

• Hire and supervise drivers and helpers through scheduling their routes, implementing corrective

  action and managing other related issues

• Establish and maintain high appearance standards throughout all operations.

• Ensure proper completion of paperwork for drivers including truck reports, driver logs and

  vehicle inspections daily.

• Ensure proper scheduling of drivers and toter/helpers.

• Confer with Shop Supervisor to arranging for equipment to be released from service for

  inspection, service and repair.

• Set a motivational tone and establish a high degree of optimism focused on employees in the

  work environment

• Respond positively to unpredictable situations or problems that can occur throughout their

  work responsibilities

• Plan routes and schedule drivers and helpers to provide the most efficient service to customers. Resolve missed pick-ups and/or schedule additional pick-ups

• As the field representative, respond effectively and courteously to customer inquiries, special requests and/or complaints. May also interact with city, state or municipal government employees

• Perform route audits to ensure safe and efficient procedures are followed and to identify possible training needs.

• Develop work schedules to match staffing levels, make work assignments and monitor progress to improve work process efficiency. May also plan routes to provide the most efficient service to customers while managing labor hours and disposal tons

• Respond to driver reports of problem pick-ups such as unsafe conditions or potential hazardous material

• Coordinate with Accounts Receivable, Customer Service and Sales departments to address concerns and/or changes in customer service. Coordinate with the Maintenance department to address concerns and/or changes to vehicle repairs

• Maintain vehicle maintenance logs

• Responsible for the timely communication, correction and follow up of customer service-related

  issues

• Approve time sheets and completed route sheets for pay calculations.

• Maintain adherence to Company policy in regard to operations and safety issues

• May assist in investigation of accidents, injuries or property damage claims

• May be required to drive route vehicles in order to cover shortages in staff or missed pick-ups

  KNOWLEDGE, SKILLS AND ABILITIES:

  Ability to communicate effectively with all levels of personnel, customers and vendors Good written and verbal communication skills Knowledge of DOT, OSHA and other regulations related to commercial driving and waste collection

  Customer Experience

• Provide service to all customers that meets or exceeds customer expectations with regard to the entire customer experience.

• Understand missed pickup goals and meet or exceed expectations related to those goals.

• Resolve unusual service requests, equipment breakdowns and schedule changes with timely

  communications to all stakeholders.

• Interact with customers to solve and rectify any issues and improve the overall customer

  experience.

• Serve as a positive representative of the company to drive customer satisfaction and loyalty to

  the company. Efficiency

• Establish productivity goals where needed; ensure adherence to operating standards; and manage labor hours and disposal expenses per established and agreed plans.

• Lead drivers to exceed productivity goals and expectations for all routes.

• Create, modify and improve routes to maximize density and improve efficiency.

• Reduce route hours to the extent possible with techniques such as service conversions and

  container upsizing.

• Execute other operational plans to help achieve or exceed the division’s budgeted goals.

• Understand, support and execute service delivery while actively supporting maintenance and

  the operational role in fleet quality and maintenance.

• Ensure all company equipment, facilities and employee appearances are clean, orderly and well

  organized.

• Formulates, manages and monitors operating metrics while diagnosing and improving processes, procedures, operational and customer service performance.

• Respond to critical incidents at any time of day or night. Employee Engagement

• Create a collaborative, communicative team environment and drive employee engagement with the Company.

• Build and develop talent on the team, understand employees’ career goals and provide coaching to get employees ready for advancement with the company.

• Perform other job related duties as needed or assigned.

• Evaluate performance and deliver feedback

• Develop measures to motivate employees

  QUALIFICATIONS:

• Able to direct large staff.

• Ability to multi-task

• Must be a self-starter and have a high level of accountability

• Upbeat and energized to complete tasks with a positive attitude

• Must work well under pressure and have a strong attention to detail

• Must be willing to learn and practice all safety procedures as safety is our highest value

• Is process-oriented and results-oriented in setting and pursuing aggressive goals, demonstrating

  a strong commitment to organizational success and marshaling resources to accomplish goals

  and objectives.

• Demonstrated problem-solving, analytical, critical-thinking and decision-making skills.

• Is collaborative; builds and works with teams.

• Creative thinker who challenges conventional solutions.

• Demonstrates and promotes ethical behavior.

• Has strong leadership skills and proven judgment of talent, with an emphasis on hiring and

  developing high performance teams

• 1 year of lead or supervisory experience the waste industry.

• Bachelor’s degree in a business related field is required but not a must with at least 5 years of

  equivalent industry experience.

Company Description

Zan’s Refuse Service, Inc. has been servicing the Richmond community for over 75 years. We provide residential and commercial waste collection.