What You’ll Do
As an Operations Manager in our Remote Operating Center (ROC), you will lead a team of Network Gate Operators to ensure smooth functioning and overall efficiency of the operation during your designated shift. As a critical member of leadership, you will mentor, guide, and develop staff members as they continuously learn systems to remotely assist intermodal terminals. You will collaborate closely with stakeholders and team members to support customers through processing of intermodal transactions.
You will communicate with customers/stakeholders, leverage technology, and assist in processing transactions from a single connected location.
Operations Managers duties include but are not limited to these key responsibilities:
Safety:
- Implement and uphold REMPREX safety protocols throughout the shift.
- Deliver comprehensive Job Safety Briefings and update them as conditions change.
- Ensure adherence to the company dress code.
- Address safety concerns and incidents promptly during the shift.
Customer Service Support:
- Execute the shift productivity plan to meet customer productivity metrics using the REMPREX Visibility Tool and other tools as required.
- Foster positive working relationships with REMPREX field terminals, draymen using railroad-installed systems, and other customer representatives.
- Troubleshoot and resolve issues in rail or other customer operating systems.
- Direct the workflow based on priorities and urgency to ensure timely and effective customer service.
- Escalate major events by communicating with REMPREX support and ensuring the field terminals are notified via the support SOS and other necessary means.
- In cases of personnel shortages at the ROC, implement the mitigation plan to ensure continued operations.
- Contribute to initiatives that enhance customer satisfaction and service quality.
- Complete shift reports as required.
Cost Control:
- Monitor and manage shift-related costs, including overtime as directed.
Asset Utilization:
- Oversee the proper use and maintenance of workstations and computer equipment during the shift, ensuring the team cleans the equipment and the station at the end of each shift.
- Identify workstations with discrepancies, report them to the helpdesk, and ensure timely resolution.
People:
- Foster a collaborative and supportive environment within the shift.
- Participate in development programs to enhance your skills as well as the skills and capabilities of shift team members
Operations Managers will collaborate with fellow leaders to ensure team members during the shift adhere to the attendance policy, maintain shift productivity and are compliant with safety policies using these principles of leadership.
- Leadership - Operations Managers lead interactions with the team to influence performance and customer satisfaction through words and actions.
- Engagement – Operations Managers display passionate commitment to being involved with the employees on the shift and actively participating in every aspect of the shift plan.
- Training - Operations Managers ensure the shift team has completed all of their assigned training and possess the knowledge and skills necessary to know the work and perform it safely and responsibly.
- Accountability – Operations Managers own the shift production plan and responsibility to perform to the specified metrics. Accepting responsibility for driving the right results and desired end state for their assigned shift. Additionally, they will collaborate with fellow leaders to ensure team members during the shift adhere to the attendance policy, maintain shift productivity and are compliant with safety policies.
- Recognition Operations Managers look for opportunities to acknowledge employee effort, dedication, and results. Delivered through mutual respect and a host of simple gestures or symbols that include tangible expression of appreciation for delivering positive results.
What You'll Need
Required
- 2+ years of supervisory or management experience
- Clean Driver’s license and Motor Vehicle Record (MVR)
- Proficiency in Microsoft Office 365
- Proven ability to motivate, coach, train, and guide employees towards achieving goals
- Strong oral and written communication skills via email and phone; ability to create and run concise daily reports
- Commitment to safety, customer service, and continuous improvement
- Ability to exercise sound decision making operating within a fast-paced environment
- Experience with coaching, training, and motivating direct reports to maximize potential and performance
- Previous exposure to learning and adapting to new technology and systems
- Ability to obtain and maintain ErailSafe credentials
- Willingness to adapt to extended or adjusted hours as needed (including nights and weekends)
Preferred
- Associate degree in a related field
- Previously experience in management within customer service or a call center environment
Work Environment
The ROC Operations Manager works in an office environment in our Lisle, IL headquarters, working closely and communicating with others. The position requires long periods of sitting and viewing computer screens. Occasional bending, reaching, standing, walking, and carrying can occur.
Hours & Shift
The Operations Manager will work
on-site at our corporate office on 12-hour shifts (6 AM-6 PM on days
or 6 PM-6 AM on nights) on a rotating Texas Two schedule. The Texas Two schedule rotates every other week. 2 days on, 2 days off; followed by 2 days on 3 days off the following week. This role is a full-time position with non-standard work hours, including weekends and overnights as needed.Travel is required to terminal locations in the Chicagoland area for on-site training during the first 30 days of employment.
Who is REMPREX and why are we hiring?
Headquartered in Lisle, Illinois, REMPREX specializes in the operation, support and engineering of intermodal terminals and ports nationwide. We specialize in delivering safe, efficient, and scalable services to help our clients transport intelligently. Click here to see it for yourself! As part of our high service commitment to our clients, we are continually looking for service-oriented individuals who can add value within our Technical Operations Center -- that’s where you come in!Your assimilation into our culture is very important in having a long and mutually beneficial career at REMPREX. Our core values are the driving force in our business. As a potential member of the REMPREX team, you should align with our core values.Safety | We commit to actively foster a healthy and injury free environment for our employees, clients and the communities we serve.Integrity | We make it a priority to do the right thing even when no one is looking, which is why we commit to the highest ethical standard.Innovation | We challenge conventional thinking to continually improve the products and services we offer.Transparency | We say what we mean, mean what we say, and do what we say we’ll do.
What We Offer
- Competitive compensation & a comprehensive benefits package that includes medical, dental, vision, life, disability, flexible spending, 401k + match and more!
- Paid Time Off
- Complimentary onsite fitness center in our corporate headquarters
- Onsite food service in our corporate headquarters
- Employee Assistance Program
- Employee Referral Program
- A conveniently located office easily accessible by public transportation and major highways
- A Diverse & Inclusive Company Culture that offers genuine teamwork
Ready to build your career with an industry leader?
REMPREX is the one intermodal logistics company that truly does it all and whether you are looking to make an impact on our front line in Operations or ready to contribute your expertise to one of our professional corporate areas like Information Technology, Account & Finance, Human Resources or Client Services, our highly-innovative, rapidly-growing enterprise provides everything you need to build a rewarding career. If you are a builder at heart, enjoy solving problems, taking the initiative, pitching in where needed, are always up for a challenge, we encourage you to explore your future with REMPREX and apply today! REMPREX is proud to be an Equal Employment Opportunity employer.
We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
Additionally, REMPREX participates in the E-Verify program in certain locations, as required by law. As part of our pre-employment process, we do require successful completion of a background and drug screening.IND2
