Operations Supervisor

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$25.00/hr - $30.00/hr

Job Title:
Operations Supervisor

Contract Duration: 6 months – ongoing

Location: Ridgefield Park, NJ, USA

Hybrid: Monday to Thursday in office

Summary:

The Operations Supervisor manages the day-to-day operations of the outsourced Business Center (BC). The Operations Supervisor will be expected to execute the operational duties to contact center and vendor operations in alignment with approved operational goals. The Operations Supervisor audits vendor(s) daily, weekly, and monthly deliverables against their contractual obligations and KPIs. This position will serve as a liaison between the company, consumer accounts, contact center associates/management, and cross-functional teams.

Roles and Responsibilities:

• Support vendor operations manager in the implementation of new policies, procedures, and standards for the outsourced business center
• Support outsourced business center on daily communication with delivery partner related to consumer deliveries, orders reconciliation, and system issues
• Coordinate daily communication between returns teams and outsourced business center to complete returns reconciliation transactions
• Own end-to-end order and delivery seeding and influencers programs for home appliances
• Work with vendor operations manager to audit the quality of contact center agent calls
• Support new accounts onboarded (Retail, Builder, Other)
• Own end-to-end Damage Allowance program and approve/enter daily damage allowances for consumers
• Own end-to-end Damage Allowance Audit Process for the consumer accounts offering damage allowances
• Own end-to-end Home Depot Small Appliances Return process
• Own end-to-end Home Depot Store Display Return process
• Send required daily, weekly, and monthly reports
• Interact with multiple departments (internal and external):
  Consumers (external staff), Delivery Partner (external staff), Business Center Vendor (external - supervisor teams to floor associates)
• Work with third-party vendors and multiple corporate teams:
  Logistics Outbound, Reverse Logistics, Supply Chain, Accounts Payable, Order Management, Sales and Service, and more
• Oversee all necessary duties to ensure a smooth delivery experience for end consumers and customers purchasing home appliances directly or through supported retailers
• Responsible for turnaround times for vendor reports
• Responsible for new reports needed from vendor
• Responsible for call recordings to audit

Necessary Skills / Attributes:

• Vendor management experience, preferably with contact centers, hands-on experience with customer service, order management, vendor training, and sales operations
• Call center experience desired but not required
• Flexible and adaptable to a fast-paced, ever-changing environment, with the proven ability to work in ambiguous situations or with limited direction - works effectively with competing priorities
• Sales-driven; can perform root-cause analysis to quickly find and present resolutions – looking for someone tactical
• Strong proficiency with Microsoft Office – Excel & Power Point
• Strong interpersonal and communication skills to coordinate and support transactions across multiple teams
• Ability to meet deadlines in a fast-paced and demanding environment
• Regular, consistent, and punctual attendance. Must be able to occasionally work later hours and weekends
• Bachelor’s Degree required
• Years of experience: 4+ years
• Some experience with Agile project/procedure management preferred
• Pays attention to detail
• Can easily document a new process or problem
• Can collect and condense data into information that can be acted on
• Excels with computer software programs, i.e., Excel, PowerPoint, Word, and new/emerging presentation programs
• Ability to build internal cross-functional relationships and partnerships

Associate

Contract

Management and Manufacturing

Appliances, Electrical, and Electronics Manufacturing