Job Description

Job Title
Make Ready Coordinator Team Lead
Job Location
US-AZ-Scottsdale
Posted Date
7/20/2017
Category
Customer Service/Support
Company
Scottsdale

Overview:

The Make Ready Coordinator Team Lead’s primary responsibility is ensure each MSA performs Initial and Make Ready turns in a consistent manner according to Progress Residential’s policy and procedural workflows through daily management of the team of employees. The Make Ready Coordinator Team Lead acts as a first point of contact for escalated issues that cannot be resolved by the Make Ready Coordinator team and will support the make ready function’s reporting and process development.

Responsibilities:

  • Provides daily direction and communication to employees so that initial and make ready turns are completed in a timely, efficient, and cost effective manner ensuring KPI’s are met.
  • Monitors cycle times, workflows and the overall productivity and efficiency of Make Ready Coordinators.
  • Manages and monitors direct reports.
  • Performs ongoing training of team on newly developed process and procedures. Educates and promotes best practices. Coordinate skill and process based training for associates as needed
  • Creates and continuously evaluates processes and procedures. Responsible for suggesting methods to improve operations, efficiency, and service to internal and external customers
  • Creates and maintains daily, weekly and monthly metrics for the department and team.
  • Analyze key metrics, daily & weekly reports, and performance indicators to identify areas of focus and/or necessary improvements.
  • Monitors workflows and tasks for accuracy and completeness.
  • Provides statistical and performance feedback and coaching on a regular basis to each team member.
  • Ensures team members have appropriate training and other resources to perform their jobs
  • Works with VP of Renovations and Turns to ensure all escalated issues are researched and resolved.
  • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
  • Proactively identifies root causes of issues and makes recommendations for process improvements future state.
  • Assists in creation and circulation of weekly, monthly, quarterly and annual reporting.
  • Oversees scheduling of periodic and workflow triggered tasks and services.
  • Assists in special projects or assignments as needed by the business.
  • Raises issues or make ready delays to VP of RTS, Regional Service Director, Service Director or Make Ready Manager as appropriate.

Qualifications:

  • Experience managing employees in a fast paced, results driven environment.
  • Preferred education – 4 year college degree and/or 3 years equivalent work experience
  • Knowledge of the residential Building/Remodel construction industry a plus
  • Excellent oral and written communication skills; highly organized
  • Experience working with Salesforce and Customer Relationship Management Systems (CRM) – (Preferred)
  • Proficient with MS Office, Outlook and Internet applications
  • Salesforce experience strongly preferred
  • Strong customer service skills.
  • Ability to work in a fast-paced environment

Application Instructions

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