2 дня назад
Senior Manager, Client Services - Delivery Scheduling
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Senior Manager, Client Services - Delivery Scheduling (Delivery Operations): Leading outbound call center delivery scheduling operations and transformation initiatives with an accent on customer engagement, operational performance, and cross-functional execution. Focus on implementing new systems, analyzing workforce and customer data, and improving scheduling efficiency and the white-glove customer experience.
Location: Hybrid role based at Corp South Building, 100 E Hines Hill Rd, Boston Heights, Ohio, USA
Company
creates sustainably sourced, artisan-made furniture and décor designed to last for generations.
What you will do
- Lead, coach, and develop three leaders responsible for outbound delivery scheduling operations.
- Develop scheduling and outbound customer contact strategies that improve conversion, productivity, service levels, and customer satisfaction.
- Lead transformation and change management initiatives involving new processes, systems, technologies, and operational tools.
- Manage complex cross-functional projects from planning through implementation and post-launch evaluation.
- Build dashboards, reporting tools, scorecards, and executive presentations to communicate operational performance and recommendations.
- Partner with Delivery, Logistics, Client Services, and Operations leaders to improve scheduling processes and customer experience.
Requirements
- Bachelor’s degree required; an MBA or advanced business-related degree is preferred.
- At least 5 years of management experience in customer service, contact center operations, delivery scheduling, workforce management, logistics, or a related operational environment.
- Experience leading leaders, developing high-performing teams, and driving organizational transformation.
- Strong project management experience with cross-functional initiatives from planning through execution.
- Experience evaluating and implementing systems, software platforms, technologies, and process enhancements.
- Advanced Microsoft Excel and PowerPoint skills, including analytics, forecasting, dashboards, reporting, and executive-level presentations.
Culture & Benefits
- Hybrid work arrangement.
- Focus on accountability, collaboration, continuous improvement, and customer-focused decision-making.
- Commitment to an exceptional white-glove customer experience.
- Equal employment opportunity and a workplace free from discrimination and harassment.
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