Identifying customer impacting issues, working out and implementing solutions and process improvements to increase the customer satisfying rate.
Assist in developing and implementing training programs to improve the quality and productivity of the team.
Drive process improvements to enhance the operational efficiency of the site.
Understanding and effectively utilizing the resources provided by the internal systems, departments, policies and procedures.
Development analysis and improvement of new strategies and procedures.
The Manager will have the ability to develop, plan and implement short and long term goals.
Independently build relationship with cross functional teams to enable skill/team performance and improve customer service.
People Management:
Leading and developing a team of 50 - 60 associates; responsible for the overall direction, performance management, coordination and evaluation of the team and responsible for driving process improvements not only in respective teams but across skill.
Lead and drive the continuous improvement culture through lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality.
Carrying out supervisory responsibilities in accordance with policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning,
assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
Mentoring and act as a resource to new managers and expedite their learning curve also devise action plan to develop and groom team leads into future CS Managers.
Leading Site level initiatives , Primary owner of functional responsibilities that impact overall site like Performance Related Pay, transportation etc and may require interface with other sites in network
Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
Expected to be 2nd in line to the Senior Operation managers and at times might be required to perform delegated duties of Senior operations managers
Develop and Achieve performance goals and objectives in line with the network wide vision and goals.
QUALIFICATIONS:
Bachelors Degree an MBA is a Huge plus
10 plus years of relevant supervisory experience.
Advanced computer skills using a variety of programs highly desired.
Candidate need to be in people management Role.
OTHER REQUIRED SKILLS:
Demonstrated ability to build, develop, direct, and manage a group of people.
Ability to support Business and provide solutions to customer pain points
Ability to organize, prioritize and schedule work assignments
Ability to make administrative and procedural decisions
Proven ability to manage reporting and analysis
Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations.
Ability to effectively and efficiently complete difficult goals or assignments
can adapt well to changing circumstances, direction, and strategy
Strong interpersonal and communication skills.
Proficient in MS office Exceptional skills in data manipulation and analysis
Ability and desire to relocate to take advantage of future growth opportunities
