Senior Workforce Operations Manager

The Clarks Group Lexington , KY 40502

Posted 2 months ago

Primary Responsibilities of this role include: Responsible for planning, forecasting, staffing, real-time management and reporting of Consumer Services, Direct Order Management and Wholesale Order Management teams.

Creates variable staffing models for above groups and updates regularly to ensure that our client is managing resources across the team.

Responsible for the Learning and Development initiatives across the Service Excellence Center, including but not limited to new hire training, ongoing continuous learning, quality assurance programs, communication, knowledge management and driving process improvements.

Ensures day-to-day, escalation, and emergency best methods are in place and understood Creates methods for measuring quality, quantity and efficiency of consumer and customer contacts across phone calls, chat, social response and email, as well as back office order management metrics and support Responsible for driving and measuring CSAT, through ECHO surveys, leveraging managing insights to drive a more seamless consumer/customer experience.

Manages training for new and existing hires on best methods, policies, tools, and products.

Conduct Systems Assessments and identifies opportunities.

Service Excellence Center, owner of DR planning Works closely with Supply Chain/Transportation to ensure proper Order Execution and Consumer / Customer Satisfaction Drives documentation standardization and process improvement Responsible for managing key insights and value added programs back into the business, leveraging and other sources of data.

Execute contact monitoring program to assess contact flow and activity between consumers and staff to ensure quality and consistent superior consumer/customer/sales experience is being provided.
Use monitoring to coach and develop staff Assure company goals and objectives are met by providing strategic information and on- going analysis Enforce employee compliance with corporate HR policies, procedures, an


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Senior Workforce Operations Manager

The Clarks Group