Job Description

SUMMARY:

Anago Cleaning Systems of Minneapolis is looking for a Bilingual Operations Manager. This position is primarily responsible for demonstrating knowledge and extensive

experience in customer service, planning, scheduling, negotiations, successfully

meeting important deadlines and lowering operating costs and cancellations by

performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Include the following: (Other duties may be assigned.)

Comes prepared to weekly staff meetings.

Conducts onsite post-completion inspections to ensure special services were done

properly, ensuring customer satisfaction.

Conducts walkthroughs for new starts or transfer clients.

Works with Supervisor to match existing unit franchise owner with the appropriate

client/customer.

Receives, tracks, and resolves all work orders and/or complaints in a timely

manner. Working with office staff to ensure all data and paperwork are completed

as needed.

Uses strong customer relation skills to resolve demanding issues and concerns and

is a “team member” working closely and respectfully with staff and franchisees.

Orientates, oversees, manages, and supports franchise owners and customers,

supervising cleaning with new franchisees on their first 1-3 clients, helping them to

learn how to set up a cleaning system in each facility.

Enters data in the system for all inspections performed during each day and sends

daily report to Regional Supervisor.

ACCOUNTABILITY:

▪ Is accountable for keeping the client monthly cancellation rate below 1.5%.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following

competencies:

Intellectual

▪ Analytical - Synthesizes complex or diverse information; collects and researches

data; uses intuition and experience to complement data; designs work flows and

procedures.

▪ Design - Generates creative solutions; uses feedback to modify designs;

demonstrates attention to detail.

▪ Problem Solving - Identifies and resolves problems in a timely manner; gathers

and analyzes information skillfully; develops alternative solutions; works well in

group problem solving situations; uses reason even when dealing with

emotional topics.

▪ Project Management - Communicates changes and progress; completes projects

on time and within budget.

▪ Technical Skills - Assesses own strengths and weaknesses; pursues training and

development opportunities; strives to continuously build knowledge and skills;

shares expertise with others.

Interpersonal

▪ Customer Service - Manages difficult or emotional customer situations;

responds promptly to customer needs; solicits customer feedback to improve

service; responds to requests for service and assistance; meets commitments.

▪ Interpersonal Skills - Focuses on solving conflict, not blaming; maintains

confidentiality; listens to others without interrupting; keeps emotions under

control; remains open to others' ideas and tries new things.

▪ Oral Communication (Spanish/English) - Speaks clearly and persuasively in

positive or negative situations; listens and gets clarification; responds well to

questions; demonstrates group presentation skills; participates in meetings.▪ Written Communication - Writes clearly and informatively; edits work for spelling

and grammar; presents numerical data effectively; able to read and interpret

written information.

▪ Teamwork - Balances team and individual responsibilities; exhibits objectivity

and openness to others' views; gives and welcomes feedback; contributes to

building a positive team spirit; puts success of team above own interests; able to

build morale and group commitments to goals and objectives; supports

everyone's efforts to succeed.

Leadership

▪ Visionary Leadership - Displays passion and optimism; inspires respect and

trust; mobilizes others to fulfill the vision; provides vision and inspiration to

peers and subordinates.

▪ Change Management- Develops workable implementation plans; communicates

changes effectively; builds commitment and overcomes resistance; prepares

and supports those affected by change; monitors transition and evaluates

results.

▪ Leadership - Exhibits confidence in self and others; inspires and motivates

others to perform well; effectively influences actions and opinions of others;

accepts feedback from others; gives appropriate recognition to others.

▪ Managing People - Makes self available to staff; provides regular performance

feedback; develops subordinates' skills and encourages growth; solicits and

applies customer feedback (internal and external); fosters quality focus in

others; improves processes, products and services.

▪ Quality Management - Looks for ways to improve and promote quality;

demonstrates accuracy and thoroughness.

Organization

▪ Business Acumen - Understands business implications of decisions; displays

orientation to profitability; demonstrates knowledge of market and competition;

aligns work with strategic goals.

▪ Cost Consciousness - Works within approved budget; contributes to profits and

revenue; conserves organizational resources.

▪ Diversity - Shows respect and sensitivity for cultural differences; promotes a

harassment-free environment.

▪ Ethics - Treats people with respect; keeps commitments; inspires the trust of

others; works with integrity and ethically; upholds organizational values.▪ Organizational Support - Follows policies and procedures; completes

administrative tasks correctly and on time; supports organization's goals and

values; benefits organization through outside activities.

▪ Strategic Thinking - Develops strategies to achieve organizational goals;

understands organization's strengths & weaknesses; analyzes market and

competition; identifies external threats and opportunities; adapts strategy to

changing conditions.

Self-management

▪ Judgment - Displays willingness to make decisions; exhibits sound and accurate

judgment; supports and explains reasoning for decisions; includes appropriate

people in decision-making process; makes timely decisions.

▪ Motivation - Sets and achieves challenging goals; demonstrates persistence and

overcomes obstacles; measures self against standard of excellence; takes

calculated risks to accomplish goals.

▪ Planning/Organizing - Prioritizes and plans work activities; uses time efficiently;

plans for additional resources; sets goals and objectives; organizes or schedules

other people and their tasks; develops realistic action plans.

▪ Professionalism - Approaches others in a tactful manner; reacts well under

pressure; treats others with respect and consideration regardless of their status

or position; accepts responsibility for own actions; follows through on

commitments.

▪ Quality - Demonstrates accuracy and thoroughness; looks for ways to improve

and promote quality; applies feedback to improve performance; monitors own

work to ensure quality.

▪ Quantity - Meets productivity standards; completes work in timely manner;

strives to increase productivity; works quickly.

▪ Safety And Security - Observes safety and security procedures; determines

appropriate action beyond guidelines; reports potentially unsafe conditions;

uses business equipment, tools, and materials properly.

Adaptability - Adapts to changes in the work environment; manages

competing demands; changes approach or method to best fit the situation;

able to deal with frequent change, delays, or unexpected events.

▪ Attendance/Punctuality - Consistently at work and on time; ensures work

responsibilities are covered when absent; arrives at meetings and appointments

on time.

▪ Dependability - Follows instructions, responds to management direction; takes

responsibility for own actions; keeps commitments; commits to long hours ofwork when necessary to reach goals; completes tasks on time or notifies

appropriate person with an alternate plan.

▪ Initiative - Volunteers readily; undertakes self-development activities; seeks

increased responsibilities; takes independent actions and calculated risks; looks

for and takes advantage of opportunities; asks for and offers help when needed.

▪ Innovation - Displays original thinking and creativity; meets challenges with

resourcefulness; generates suggestions for improving work; develops innovative

approaches and ideas; presents ideas and information in a manner that gets

others' attention.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each

essential duty satisfactorily. The requirements listed below are representative of

the knowledge, skill, and/or ability required. Reasonable accommodations may be

made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

Associate's degree (A.A.) or equivalent from two-year College or technical school; or

one year related experience and/or training; or equivalent combination of

education and experience.

LANGUAGE SKILLS:

Ability to speak and write Spanish fluently and display skills. Ability to read and

interpret documents such as safety rules, operating and maintenance instructions,

and procedure manuals. Ability to write routine reports and correspondence.

Ability to speak effectively before groups of customers or employees of

organization.

PHYSICAL DEMANDS:

While performing the duties of this Job, the employee is regularly required to stand;

walk; use hands to finger, handle, or feel; reach with hands and arms and talk or

hear. The employee is occasionally required to sit and stoop, kneel, crouch, or

crawl.

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