Job Description

Operations Manager 3 - 15971

Duration: 6+ Months

Location: Atlanta, GA

Schedule: Hybrid – M-TH in office, Friday WFH

**NO C2C due to client restrictions**

Top Skills:

• Strong Excel knowledge
• Independent thinker
• Solution driven
• Collaborative and communicative

KEY RESPONSBILITES/REQUIREMENTS:

This position supports the day-to-day operations of the outsourced Business Center (BC) for the Builder Direct network. The operations specialist will be expected to execute the operational duties to ensure our contact center and vendor operations are aligned with our client’s approved operational goals. The operations specialist would be responsible for auditing the vendor(s) daily, weekly and monthly deliverables against their contractual obligations and KPI’s. This position also supports process improvement, new SOP implementation, and ad hoc requests.

They will serve as a liaison between our client’s products and Builder Direct account representatives. This individual will strive to maintain the standing relationship between our client and the Builder Direct account by ensuring that all issues are remedied in a timely manner, while adhering to our client’s policies and procedures.

Key Responsibilities

• Assist with Builder Direct escalations
• Support new builder site launch, including pre-walk, and final mile coordination
• Act as the internal escalation point for Builder Direct issues
• Manage final mile relationship and escalations
• Manage Builder Direct contact center to ensure timely and accurate responses

Knowledge, Skills and Education

• Bachelor’s degree highly preferred
• Years of experience: 4+ years
• Hands-on experience with customer service, order management, and sales operations
• Must be flexible and adaptable to our client’s fast-paced, ever-changing environment, with the proven ability to work in ambiguous situations or with limited direction - Works effectively with competing priorities
• Solution-driven; and can perform root-cause analysis to quickly find and present resolutions – looking for someone that is a forward thinker
• Strong Proficiency with Microsoft Office – Excel & PPT
• Strong interpersonal, and communication skills to coordinate and support transactions across multiple teams
• Must have the ability to meet deadlines in a fast-paced and demanding environment
• Regular, consistent and punctual attendance. Must be able to occasionally work nights and weekends
• Preferred: Some experience with Agile project/procedure management would be a HUGE BONUS!

Skills

• Attention to detail
• Stays up to date
• Can easily document a new process or problem
• Can collect and condense data into information that can be acted on
• Excels with computer software programs, i.e. Excel, PowerPoint, Word and new/emerging presentation programs
• Building internal cross-functional relationships and partnerships

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