The Pasha Group is a diversified transportation and logistics company, providing innovative global logistics solutions for a wide range of clients worldwide.
The Operations Manager assists the Vice President in providing the supervision and managerial support necessary to operate a contact center at maximum efficiency. S/he will perform a variety of administrative as well as physical functions to ensure timely and accurate service levels. S/he will develop synergies between the Contact Center and other business units to improve the overall efficiency and effectiveness of the enterprise and respond to both oral and written escalated concerns.
Manage daily workflow of team, adjusting as needed to cover fluctuations in volume, employee absences, and other changes as they occur.
Provide operational support and guidance to ensure that the relocation team has all of the necessary tools to provide superior customer service to our clients and their transferees.
Ensure staff possesses/maintains job:related competencies and practices to established standards.
Oversee a complex and multifaceted Contact Center servicing B2B and B2C clients.
Manage customer escalations, day:to:day issue resolution, and development and monitoring of any action plans needed to ensure that service level requirements are met and operational processes are continually improved.
Prepare and analyze daily, weekly, monthly individual and unit productivity reports.
Identify efficiencies and drive continuous improvement through performance management.
Identify staffing and training deficiencies by conducting regular analysis of employee progress and department staffing to determine where resources are best allocated.
Take a hands:on role in managing orders with high visibility/ impact and take customer service recovery actions when needed. Note and mitigate areas where customer service failures have occurred or are likely to occur.
Maintain on:going open dialogue with customer service and sales staff to ensure service goals are understood and practiced.
Ensure staff receives training and maintains standards for timely and accurate invoicing, revenue, and expense reporting.
Ensure exception and approval process for non:standard services
is maintained and properly documented.
Ensure timely and accurate conveyance of information to stakeholders, including service partners, internal, and external customers.
Perform all other duties as assigned.
Fast:paced office environment with moderate level of noise and frequent interruptions
Bachelor's degree Business, Supply Chain Management, Accounting, or Finance.
LEAN, Six Sigma, and/or contact center certifications a plus
5+ years of experience in moving and storage operations management and dispatching
Strong organizational, time management and presentation skills
Ability to work independently