A retail employer in the Cincinnati area is seeking an Operations Manager for their facilities dispatch team. This Operations Manager will oversee an IoT refrigeration maintenance dispatch center which will include 12 dispatchers and a team lead. They will review and maintain weekly employee and team productivity reports using appropriate systems and tools. Execute strong communication skills to influence and persuade stakeholders effectively. Monitor feedback channels and ensure information is regularly reviewed with team members. Schedule and track shifts for team members to ensure adequate coverage and efficient operations. Other responsibilities include:
- Coordination and execution of Services with the FM Team and Customers Personnel
- Escalation of Service issues and resolution in collaboration with Customers Personnel
- Workload balancing among the FM Team to ensure adequate coverage and alignment with Customer support standards
- Coordination of training development and execution utilizing Resources with guidance and information provided by Customer
- Centralized reporting and oversight of Resource productivity and KPI adherence
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
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Excellent project management or organizational skills with a strong track record of delivering solutions that improve business operations.
Managed a multi-tiered team structure, ensuring accountability for KPIs, scorecards and error management and able to identify gaps between current performance and future expectations.
Experience leading change management initiatives for an operational team.
Critical review of KPIs and other performance metrics with the insight to make suggestions and changes as needed.
Ability to liaison between all stakeholders, including team members, client leaders, and other cross-functional teams within the division.
Excellent verbal and written communication skills, with the ability to communicate effectively with all levels of end users and management.
Ability to manage major projects and multiple priorities with minimal supervision.
Experience building cohesive teams with a proven track record of managing people effectively, including coaching and developing the team toward long-term and short-term goals.
Knowledge and understanding of all relevant industry standards and best practices for service management.
Ability to market and promote the service desk and advocate for necessary resources, support, and appreciation for the service desk.
Experience coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams involved in service desk operations.
Understanding of the workings of the client and the ability to support business initiatives within the company.
Experience in a contact center leadership position.
Policy management experience.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.