The business specializes in delivering end-user-focused, business-critical services for some of the world's most recognized tech brands. Operating in a fast-paced and ever-changing environment, they pride themselves on their ability to adapt, innovate, and deliver outstanding results, particularly within the reverse logistics, repair & refurbishment, asset recovery, and IT asset disposition (ITAD) sectors.
Primary accountabilities
Plan
* Plan available work based on historical volumes and standard times, track progress, and identify improvements.
* Ensure effective resourcing aligned with contract pricing and budgets.
* Manage “crewing” within process areas.
* Set objectives, develop plans, monitor progress, coach for improvement, and lead engagement.
Organise
* Optimize service delivery and manage day-to-day operations.
Implement
* Understand the importance of metrics, measure output, and implement corrective actions promptly.
Measure
* Review hourly load versus resourcing to ensure profitable performance.
* Meet or exceed service level agreements and KPIs related to speed, quality, flexibility, reliability, and cost efficiency.
* Monitor success factors and metrics impacting results.
* Identify non-value-added activities and take corrective actions.
People Management
* Motivate, coach, lead, and mobilize team efforts to build long-term, mutually profitable customer relationships.
* Ensure team members meet quality standards and output targets, measured daily or hourly.
* Resolve conflicts and handle counter-productive behavior effectively.
* Delegate tasks appropriately.
* Provide coaching, counseling, and training as needed.
* Give feedback and respond appropriately to team members.
* Develop, empower, and motivate the team while managing poor performance.
* Raise morale and lead by example.
* Set clear objectives, ensure understanding, and discuss with associates.
* Hold self and others accountable for performance metrics, including productivity and quality.
* Assess and communicate proactively on absence management, timekeeping, and productivity.
About Ingram Micro Group
Ingram Micro is a leading technology company serving the global IT ecosystem. Reaching nearly 90% of the world's population, we play a vital role in the IT sales channel, connecting manufacturers and cloud providers with business-to-business technology experts.
Through our AI-powered digital platform, Ingram Micro Xvantage, we offer a unique business-to-consumer-like experience. We also provide a broad range of technology services, including financing, marketing, lifecycle management, and technical support. Learn more at www.ingrammicro.com.
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