Senior Manager of Global Operations
2 days ago
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.
- 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.
- 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.
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