Manager, Operations Support-Dispatch Job in Tulsa, Oklahoma US

Manager, Operations Support-Dispatch

The Operations Support Manager is responsible for all operational support activity for Coca-Cola Refreshments Customer Service Dispatch Center. This is a key position within the operation organization providing the Customer Scheduling Specialist (dispatcher) tools and resources that are necessary to successfully achieve enterprise-wide volume, revenue and service level goals. This position is responsible for managing the CSC project and Operation Support Team which includes but isn't limited to ensuring market performance initiatives, customer service initiatives, system maintenance initiatives and planning, disaster recovery support, error processing, data integrity processing and customer/field notification initiatives. Span of control for this position can temporarily grow since the team frequently supports short/mid/long-term projects. To effectively execute business plans and achieve performance goals this position also requires effective leadership skills, strong project/process skills, and close collaboration with the CSC Leadership Team. Provide leadership and direction to the Project and Operations Support Teams ensuring successful achievement of operational and budgetary goals. This includes building incentive programs that drive results. 20% Participate in the project approval process and then ensure proper execution of ad-hoc, seasonal and short/long-term projects as they are assigned. 15% Provide guidance and mentoring to the supervisors concerning the daily management of employee relations and performance issues while taking the proper steps to maintain a dynamic environment with a focus on employee morale. 15% Display strong communication skills through facilitating frequent meetings and communicating goals/objectives that support continuous improvement. 8% Facilitate personnel related activities such as recruitment, retention and performance evaluation of supervisors, the lead and representatives. 10% Provide direct reports with high-quality coaching and frequent performance feedback and ensure direct reports are periodically engaged in development activities that will enhance their performance, leadership skills and career opportunities within CCE. 10% Collaborate with the CSC Leadership Team as a subject matter expert to support the development of strategic service objectives. This includes analyzing data and trends and then providing recommendations to key decision makers. 10% Identify opportunities for enterprise-wide process improvements by utilizing analytical and data mining resources. Collaborate with key decision makers to implement the opportunities that support sales and service objectives. 10% Oversee the maintenance of comprehensive enterprise-wide contingency plans and when necessary assist with implementation procedures. 2% EDUCATION LEVEL REQUIRED Four year degree or 5 years of equivalent business/industry experience. EXPERIENCE REQUIRED Management experience in a call-center, logistics or project planning environment Minimum of 3 years of supervisory experience Proven ability to coach and develop subordinates Proven experience managing small to large scare projects Knowledge of call-center performance metrics and technology Proven success in significant process improvement initiatives from concept to deployment Ability to interact with an influence all levels of staff, management and external contacts Effective time-management skills with the ability to prioritize and handle multiple tasks Solid written and oral communication skills History of self-directed work requiring minimal supervision Ability to thrive in a rapidly changing environment Customer Service Center technology which includes, Servigistics, NICE, Kronos, MS Suite Word, Excel, Access, PowerPoint, Work Force Management