Operations Manager II - Staffing

KGP Telecommunications • Englewood Cliffs, NJ

1d

About The Position

We are seeking a highly skilled and experienced Operations Manager II to fulfill a staff augmentation role with Circet USA’s customer. The main function of an operations manager is ensuring that the different departments in the company follow through with the plans and devises he/she makes for the business’s success.

Requirements

• College degree (Bachelor’s) required
• Expertise in Field Service, Customer Service, or experience in Home Appliance / Consumer Electronics industry
• 4 years of professional experience required
• Ability to identify gaps in procedures/policy and create improvement plans to address
• Ability to drive change in cross-functional and demanding environment
• Strong Microsoft Excel (pivot table & formula), Word, PowerPoint, ERP, CRM, and data visualization skills required
• Excellent written and verbal communication skills

Responsibilities

• Support Retail, Builder, and Distribution channel service orders and exchanges by serving as coordinator among stakeholders to improve Customer Satisfaction KPIs
• Serve as primary service escalation point of contact for customers within assigned sales channels/territories
• Engage in case management by liaising with internal departments including: Sales, Service, Parts, Exchange & Refund, Product Liability, and Tech/Product Support to ensure escalated cases are handled expeditiously
• Make on the spot decisions based on the situation at hand to maximize customer satisfaction, within acceptable corporate guidelines
• Recommend policy and process improvements based on findings from cases handled
• Data steward of departmental policy & procedure content, KPIs, and data
• Oversee content management on department SharePoint site
• Responsible for production of department KPIs and ad-hoc analysis requests
• Support implementation and improvement of new and existing department policies, processes, and procedures
• Assist department’s customer engagement channels and digital self-service tools
• Support development of call center training materials, QA guidelines, KPIs, workforce planning, and performance feedback loops.
• Support in production and distribution of internal and external newsletters
• Support in implementation of user management and user experience systems; including CRM tools and customer service portals

Benefits

• Medical, Dental, and Vision insurance
• Digital Health & Wellness Support
• Critical Illness, Accident, & Hospital Insurance
• Short-term & Long-term disability
• Group term & Voluntary life insurance
• Flexible Spending and Health Savings Accounts
• Paid Time Off & 401K
• Company Discount

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level