Director, Market Service Center Operations - Downer’s Grove, IL Chicago, IL, United States - Palos Hills - job 1197636


Date: 09/12/2021

City: Palos Hills, Illinois

Employment type: Full-time

LOCATION: Downers Grove, IL

The Director, Market Service Center Operations is responsible for the overall performance and success of the Market Service Center. This role provides leadership to all center leads, managers, and Customer Relationship Representatives, has responsibility to ensure MSC processes are adhered to and Customer orders are filled, managing operational costs, staffing levels, and other costs associated with service delivery.


  • Establishes performance expectations and holds the team accountable to meeting commitments made to our customers and Associates, and internal stakeholders.

  • Works closely with Market Sales Manager, National Account Sales Manager, and Centralized Recruiting and Onboarding to ensure results are achieved, key metrics are met, and Customer satisfaction.

  • Accountable for managing an operations budget costs.

  • Accountable to the operations of the center, including but not limited to process adherence, compliance oversight, and change management leadership.

  • Ensures customer issues are resolved quickly.

  • Responsible for process adherence within the MSC and collaborates to roll out process improvements across all MSCs
  • Promotes an environment that supports staff engagement and internal growth. Works with Account Managers and Strategic Account Managers to ensure pay rate / bill rate spread is set to maximize customer fill rates and propose changes as required. (based on operations feedback)

  • Responsible for improving Worker Safety Ratio and administering Workers’ Compensation Claims if they arise.


  • Proven leadership competencies and the demonstrated ability to grow a high-performing cohesive team.

  • Proficient at understanding and driving financial performance.

  • Ability to provide thought leadership and support organizational change

  • Strong customer service and interpersonal skills; skilled and able to help resolve multiple customer complaints/needs, and CRR issues.

  • Exceptional analytical skills; comfortable analyzing data to drive results.

  • Strong financial and business operation acumen including working knowledge of budgeting, forecasting and Customer reporting. Proven ability to coach for optimum performance


  • 5+ years’ experience leading a service-driven team, service center environment preferred

  • Prior experience managing in the staffing industry preferred or high performing call center, service center

  • Bachelor’s Degree or equivalent combination of education and experience required.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law.


Internal ID: 106404

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