Republic Services

Compensation

Full Description

POSITION SUMMARY: The Customer Resource Center (CRC) Manager is a strategic and people-focused manager who serves as a liaison between the Customer Experience organization and external Business Process Outsourcing (BPO) call center leadership. The incumbent is a subject matter expert in all Customer Experience (CE) policies and procedures. With general direction from the Customer Resource Center (CRC) Senior Manager, the Customer Resource Center (CRC) Manager will utilize a proactive, expert level customer service-oriented approach and in-depth knowledge of Company services and processes to foster strong communication and partnership ensuring a world-class customer service experience is provided by both internal and BPO employees alike. The incumbent will also lead a team who assist agents that recently completed training by providing supplemental training and nesting experience to prepare them for the transition to their regular CRC team. The incumbent will utilize defined processes and procedures to ensure consistent and effective delivery of customer service activities while achieving or exceeding operational goals and key performance indicators. PRINCIPLE RESPONSIBILITIES: • Acts as the primary point of contact for external BPO leadership teams, ensuring alignment on goals, expectations, and performance standards. • Stays up to date with emerging technology designed to gather data and analyze trends or patterns affecting CE and BPO processes, as it applies to a contact center environment. • Monitors and analyzes BPO performance metrics, providing feedback and driving continuous improvement initiatives. • Collaborates with internal stakeholders to communicate updates, share insights, and resolve escalations or operational challenges. • Supports the rollout of new processes, tools, and training across BPO teams to ensure consistency and quality. • Translates and communicates the CRC Strategy into action for CE and BPO Leadership. • Oversees all aspects of the Specialist staff as assigned from hiring employees, training, onboarding, employee engagement, mentoring, scheduling, managing performance, and career development. • Coaches and develops a team of professionals to assist in the development and attainment of necessary skills to lift performance. Monitors staff performance and drives performance improvement initiatives and ensures that service levels meet or exceed agreed upon standards through the effective application of performance management coaching and development methodology. Analyzes and ensures goals are met and provides guidance when hurdles associated with goals are encountered with future recommendations. • Immediately acts upon potential employee company policy violations by identifying the issue and individual to the site management team. Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all internal and BPO employees. Supports management team to develop and deliver coaching and feedback for the ongoing growth of employees. Performs other job-related duties as assigned or apparent. • Performs other job-related duties as assigned or apparent. QUALIFICATIONS: • Experience managing offshore or nearshore BPO teams. • Leadership experience in a large call center environment. • Experience using bilingual skills, particularly Spanish, in a business environment. • Forward thinking individual who uses problem solving skills, collaboration, and department knowledge to communicate processes and expectations. • A solid understanding of call center terminology. • Ability to influence others. • Ability to multitask and address ad hoc request efficiently. • Ability to thrive in a fast-paced, matrixed environment with multiple stakeholders. MINIMUM QUALIFICATIONS: • High School Diploma or G.E.D. • 2 - 4 years of experience managing both internal and external customer support teams. • Experience with Salesforce and MS Office software applications. This is a hybrid role reporting to the Corporate office in Phoenix, AZ (4 days in-office, 1 day from home). Must be flexible with schedule to attend meetings across Eastern and Pacific Time Zones. Rewarding Compensation and Benefits Eligible employees can elect to participate in: • Comprehensive medical benefits coverage, dental plans and vision coverage. • Health care and dependent care spending accounts. • Short- and long-term disability. • Life insurance and accidental death & dismemberment insurance. • Employee and Family Assistance Program (EAP). • Employee discount programs. • Retirement plan with a generous company match. • Employee Stock Purchase Plan (ESPP). The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company. EEO STATEMENT:Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law. ABOUT THE COMPANY Republic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services. Our industry-leading commitments to advance circularity and support decarbonization are helping deliver on our vision to partner with customers to create a more sustainable world. In 2023, Republic’s total company revenue was $14.9 billion, and adjusted EBITDA was $4.4 billion. We serve 13 million customers and operate more than 1,000 locations, including collection and transfer stations, recycling and polymer centers, treatment facilities, and landfills. Although we operate across North America, the collection, recycling, treatment, or disposal of materials is a local business, and the dynamics and opportunities differ in each market we serve. By combining local operational management with standardized business practices, we drive greater operating efficiencies across the company while maintaining day-to-day operational decisions at the local level, closest to the customer. Our customers, including small businesses, major corporations and municipalities, want a partner with the expertise and capabilities to effectively manage their multiple recycling and waste streams. They choose Republic Services because we are committed to exceeding their expectations and helping them achieve their sustainability goals. Our 41,000 team members understand that it's not just what we do that matters, but how we do it. Our company values guide our daily actions: • Safe: We protect the livelihoods of our colleagues and communities. • Committed to Serve: We go above and beyond to exceed our customers’ expectations. • Environmentally Responsible: We take action to improve our environment. • Driven: We deliver results in the right way. • Human-Centered: We respect the dignity and unique potential of every person. We are proud of our high employee engagement score of 86. We have an inclusive and diverse culture where every voice counts. In addition, our team positively impacted 4.6 million people in 2023 through the Republic Services Charitable Foundation and local community grants. These projects are designed to meet the specific needs of the communities we serve, with a focus on building sustainable neighborhoods. STRATEGY Republic Services’ strategy is designed to generate profitable growth. Through acquisitions and industry advancements, we safely and sustainably manage our customers’ multiple waste streams through a North American footprint of vertically integrated assets. We focus on three areas of growth to meet the increasing needs of our customers: recycling and waste, environmental solutions and sustainability innovation. With our integrated approach, strengthening our position in one area advances other areas of our business. For example, as we grow volume in recycling and waste, we collect additional material to bolster our circularity capabilities. And as we expand environmental solutions, we drive additional opportunities to provide these services to our existing recycling and waste customers. Recycling and Waste We continue to expand our recycling and waste business footprint throughout North America through organic growth and targeted acquisitions. The 13 million customers we serve and our more than 5 million pick-ups per day provide us with a distinct advantage. We aggregate materials at scale, unlocking new opportunities for advanced recycling. In addition, we are cross-selling new products and services to better meet our customers’ specific needs. Environmental Solutions Our comprehensive environmental solutions capabilities help customers safely manage their most technical waste streams. We are expanding both our capabilities and our geographic footprint. We see strong growth opportunities for our offerings, including PFAS remediation, an increasing customer need. SUSTAINABILITY INNOVATION Republic’s recent innovations to advance circularity and decarbonization demonstrate our unique ability to leverage sustainability as a platform for growth. The Republic Services Polymer Center is the nation’s first integrated plastics recycling facility. This innovative site processes rigid plastics from our recycling centers, producing recycled materials that promote true bottle-to-bottle circularity. We also formed Blue Polymers, a joint venture with Ravago, to develop facilities that will further process plastic material from our Polymer Centers to help meet the growing demand for sustainable packaging. We are building a network of Polymer Centers and Blue Polymer facilities across North America. We continue to advance decarbonization at our landfills. As demand for renewable energy continues to grow, we have 70 landfill gas-to-energy projects in operation and plan to expand our portfolio to 115 projects by 2028. RECENT RECOGNITION • Barron’s 100 Most Sustainable Companies • CDP Discloser • Dow Jones Sustainability Indices • Ethisphere’s World’s Most Ethical Companies • Fortune World’s Most Admired Companies • Great Place to Work • Sustainability Yearbook S&P Global