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Flagger Force · 4 days ago

Customer Service Operations Manager (Weekend Shift)

US-PA-Hummelstown

Full-time

Onsite

Senior Level

7+ years exp

Flagger Force, an industry leader in traffic control, is currently hiring a Customer Service Operations Manager for their weekend response team. This role is primarily responsible for leading and managing response teams to meet demand while ensuring operational excellence and effective communication with clients and stakeholders.

Real Estate

Responsibilities

Manages a team of office personnel

Direct work to at least five or more other full-time employees

Oversee the daily operations of the Operations Support Department

Provide accurate, appropriate, and timely updates to VP Operations on department performance and progress

Stay apprised of industry trends, emerging technology, and best practices

Practice curiosity and life-long learning while making overall growth and development a priority

Ensure effective top-down, bottom-up, and lateral communication

Represent primary point of contact between OSC and Field during Storm Response

Responsible for ensuring and maintaining operational excellence

Address escalated client and field concerns quickly and thoroughly

Maintain a strong pulse on the operations, practice awareness, identify problems and gauge impact

Possess a strong knowledge of operational processes and make recommendations for improvement

Collaborate with IT Product Owner to discuss, explore and implement enhancements to organizational programs and applications

Ensure Standard Operating Procedures (SOPs) are actively created, updated and reviewed regularly

Support growth and development of Client Services Supervisor, Team Lead and Specialists

Review team schedule/structure and recommend improvements

Represent Operations Support/OSC on various projects and initiatives; discuss/challenge potential changes which may negatively affect operations

Support Senior Leadership in the planning and execution of organizational goals and objectives

Drive collaboration, idea sharing, and continuous learning across the department

Explore and implement ideas to increase profitability and/or reduce waste

Communicate/Negotiate with peers, stakeholders, and counterparts over shifting priorities and organizational resource allocation

Exercise effective change management by sharing the "why", highlighting the benefits, addressing resistance, creating new habits/language, and working to get changes across the goal line

Identify opportunities to expand or shift courses based on industry/market changes

Enforce state, federal, and industry standards

Utilize "big picture" thinking to address concerns

Display strong personal and professional judgment

Be approachable, flexible, and adaptable

View problems as opportunities, be relentless in finding solutions, and champion change and innovation

In addition to the functions listed above, the employee is expected to act in accordance with company values, vision and mission, to exercise honesty, integrity and respect with all clients and co-workers, demonstrate leadership, maintain a professional appearance and demeanor, demonstrate a positive attitude, communicate effectively with co-workers and clients, work with accuracy, efficiency and close attention to detail, maintain good attendance by working when and where directed, respect the work environment and keep it as neat and clean as possible and exercise initiative to learn new skills and tasks. The employee is also expected to perform other duties and functions as required