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Senior Manager of Global Operations

1 month ago

Atlanta, Georgia, United States Coyote Logistics Full time
Job Summary

Coyote Logistics, a leading provider of asset-light transportation solutions, is seeking a Senior Manager of Global Call Center Operations to join our team. As a key member of our Customer Care department, you will be responsible for creating an industry-leading support experience for our customers, driving loyalty and revenue growth.

Key Responsibilities
  • Provide guidance to direct reports, first-line managers, and shift supervisors on performance management, training opportunities, and engagement best practices.
  • Identify areas of improvement and prepare and execute project plans to solve department deficiencies.
  • Propose solutions and tools to add value and define ROI of solutions and tools.
  • Continuously iterate on seeder programs to ensure maximum effectiveness for all departments.
  • Communicate and collaborate with HR partners to support company goals and initiatives.
  • Monitor department staffing levels and assist with hiring and succession planning.
  • Assist with documentation of achievements, policy violations, and performance deficiencies.
  • Manage rewards programs and monitor employee engagement.
Requirements
  • 4 years of experience in managerial roles.
  • Ability to inspire performance, teamwork, and collaboration.
  • Excellent verbal and written communication skills.
  • Ability to maintain composure and professionalism in stressful situations.
  • Confident decision-making skills and problem-solving ability.
  • Ability to lead by example and empower through delegation.
  • Display high integrity and honesty.
  • Sense of urgency and accountability.
  • Industry and leadership experience.
  • Bachelor's degree desired.
Benefits
  • Comprehensive medical, dental, vision, and life insurance coverage.
  • Retirement 401(k) featuring employer match.
  • Health Savings Account (HSA) and Flexible Spending Accounts (FSAs).
  • Employee Assistance Program (EAP).
  • Industry-leading mental health resources.
  • Complimentary membership to Peloton.
  • Access to LinkedIn Learning for continuous skill enhancement.
  • Paid time off and paid parental and disability leave.
  • 3 paid community service days annually.
  • 14 employee-led Employee Resource Groups.