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Operations Manager III

Atlanta, NJ |
Job ID: 105227
Listed on 4/8/2021

KellyMitchell matches the best IT and business talent with premier organizations nationwide. Our clients, ranging from Fortune 500 corporations to rapidly growing high-tech companies, are exceptionally served by our 1500+ IT and business consultants. Our industry is growing rapidly, and now is a great time to launch your career with the KellyMitchell team.

Operations Manager III

Duties:

  • Supports daily communication with delivery partner related to consumer deliveries, order reconciliation and system issues
  • Interacts with internal teams, vendors and outsourced contact center leadership
  • Supports development of contact center associates by identifying training opportunities, process gaps and performing basic audits
  • Reviews open follow up tickets and monitors weekly/daily trends with reporting
  • Educates operations and vendor teams on best practices, company policies and customer service excellence standards.
  • Supports operational projects, new account launches and operations manager in the implementation of new policies, procedures and standards for outsourced contact center and documents new processes
  • Supports training and quality initiatives
  • Creates training material and launches process improvement initiatives
  • Supports return reduction initiatives
  • Produces and audits regular and ad hoc reporting
  • Manages system login creation as needed
  • Launches urgent process changes with outsourced contact center
  • Additional duties and responsibilities as assigned

Desired Skills/Experience:

  • Bachelor’s degree highly preferred
  • Years of experience: 3+ years
  • Experience with Agile project/procedure management
  • Proficiency with Microsoft Office – Excel & PPT
  • Vendor experience with contact centers, hand-on experience with customer service, order management, vendor training, and sales operations

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