We’re in search
of an Customer Service Operations Manager to oversee
the day-to-day operations at six client-branded locations (service centers)
across the U.S., focusing on customer service and care.
This includes managing
customer incidents, overseeing internal team collaborations, and improving
business processes.
Here are some of the
specific details:
Job Title: Operations Manager 3
(Brand Service Operations Manager)
Location: Plano, TX
Duration: 12 Month
contract
Status:
Onsite
Job Description:
- 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.
- Seeking
a highly motivated and detail-oriented Service Operations Manager to join
our growing team. In this role, you will be a key player in ensuring the
smooth and efficient delivery of services to our Branded locations. You
will be acting as a liaison between internal departments and external
customers, resolving issues, and contributing to continuous improvement
initiatives.
Key Responsibilities:
- Incident
Management: Respond to and resolve service incidents and requests,
escalating complex issues to the appropriate teams, ensuring timely
communication and resolution.
- Problem
Management: Contribute to the identification and analysis of recurring
problems, working with the team to implement permanent solutions and
prevent future occurrences.
- Change
Management: Support the implementation of changes to services and systems,
ensuring minimal disruption to clients and following established
procedures.
- Customer
Support: Provide exceptional customer service to both internal and
external stakeholders, answering inquiries, resolving issues, and ensuring
customer satisfaction.
- Monitoring
and Reporting: Monitor service performance and identify potential issues.
Generate reports and presentations on key metrics and trends, providing
insights to the operations team.
- Process
and KPI Improvement: Identify opportunities for improvement in service
operations processes and contribute to the development and implementation
of new procedures.
- Documentation:
Maintain accurate and up-to-date documentation for service operations
processes and procedures.
- Collaboration:
Work closely with other teams, including engineering, sales, and product
development, to ensure seamless service delivery.
- Project
Support: Assist with various projects related to service operations, as
needed.
- Presentation
Support: Assist and facilitate presentations related to all service
operations.
- On-Call
Support: Provide after-hours/weekend support for critical services.
Requirements:
- Bachelor's
degree in a related field (e.g., Telecommunications, Information
Technology, Business Administration) or equivalent experience (7+ years)
- Proven
management experience in a service operations or technical support role
- Proficient
with Microsoft Office Products (PowerPoint, Excel, Word, Outlook, Visio)
- Experience
with data reporting and processing systems (e.g., SAP, Tableau, etc.)
- Demonstrate
ability to navigate organizations and ability to drive for results
Necessary Skills and
Attributes:
- Exceptional
problem-solving skills for creative solutions by leveraging available
resources
- Quantitative
analysis skills with ability to develop and deliver a compelling story
with data to support position.
- Ability
to work effectively and under pressure in a fast-paced environment
- Excellent
communication and interpersonal skills
- Highly
organized and effective time management skills
- Strong
customer service orientation
- Ability
to work either independently or in a team environment to achieve goals
within established time frames.
Beeline
Responsibilities:
- Direct
the activities of the various departments in the company and is concerned
with pricing, sales, production and distribution of the company s
products.
- Responsible
for managing the employees, creating their work schedules and distributing
their duties.
- Determine
employment requirements as well as interviews and hires prospective
employees.
- An
operations manager also trains the newly hired employees.
- Manage
all the activities that are associated with the production of the products
the company offers.
- Responsible
for managing the performance of the employees such as sales promotions,
coordinating with different division leads, planning the layout and design
of the store, and setting the prices and credit terms, as well as
identifies goods and services to be sold.
- Supervise
the remodeling of current the amenities and represent the company during
client meetings and negotiations.
- Handle
problems in a calm and collected manner, even when under pressure.
Skills:
- Microsoft
office, Word, Excel
- Excellent
organization and mathematical skills
- Familiarity
with Windows-based computer programs a must
Education/Experience:
- Bachelor
s Degree in business or related field
- Experience
with payroll processing and wage attachment
- 5-7
years of Experience
Top Skills :
- Monitoring
and Reporting
- Project
Support
- Problem
handling and On-call support (including weekends)
A reasonable, good
faith estimate of the minimum and maximum for this position is $33-35/hour
Benefits
will also be available and details are available at the following link: Harvey
Nash Benefits
I am looking forward to
speaking with you today.
About us:
Harvey Nash is a
national, full-service talent management firm specializing in technology
positions. Our company was founded with a mission to serve as the talent
partner of choice for the information technology industry.
Our company vision has
led us to incredible growth and success in a relatively short period of time
and continues to guide us today. We are committed to operating with the highest
possible standards of honesty, integrity, and a passionate commitment to our
clients, consultants, and employees.
We are part of Nash
Squared Group, a global professional services organization with over forty
offices worldwide.
For more information,
please visit us at https://www.harveynashusa.com/
Thanks & Regards,
Raj Kumar. Ch
Sr. IT Recruiter
732-279-4244
raj.kumar@harveynash.com
