Operations Performance Manager

6 days ago


Dublin, Ohio, United States STG Logistics Full time
About the Role

The Operations Performance Manager will play a key role in optimizing our operational processes, improving customer service efficiency, and ensuring a seamless experience for our clients and partners.

Responsibilities:
  • Develop and maintain standard operating procedures (SOPs) for customer service and call center processes, ensuring consistency and compliance with company policies and industry standards.
  • Conduct root cause analysis of customer complaints, escalations, and operational issues, and work with relevant teams to implement corrective actions.
  • Assist in the implementation and optimization of customer relationship management (CRM) systems and call center technologies to support operational objectives.
Qualifications:
  • Bachelor's degree in Business Administration, Operations Management, or related field.
  • Minimum of 2 years of experience in a customer service or call center environment, with a focus on data analysis and process improvement.
  • Proficiency in data analysis tools and software, such as Microsoft Excel, SQL, or Tableau.


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