Senior Manager, Operations and Service Network Support, Contact Center

Location(s):

United States of America

City/Cities:

Remote

Travel Required:

00% - 25%

Relocation Provided:

No

Job Posting End Date:

January 20, 2025

Shift:

Job Description Summary:

We are seeking a highly motivated and experienced Senior Manager to oversee our Contact Center Operations and Service Network Support. The ideal candidate will lead a team of Floor Operations Supervisors, optimize processes and workflows, introduce technology and innovation, and enhance our service network partnerships.

Key Responsibilities:

Leadership & Team Management

• Lead and mentor a team of Floor Operations Supervisors to ensure efficient management of daily operations.
• Foster a collaborative and high-performance culture within the team.

Process Optimization & Workflow Management

•  =Optimize processes and workflows across all Contact Center teams to improve efficiency and service quality.
• Develop and implement strategies to streamline operations and reduce turnaround times.

Technology & Innovation

• Introduce and leverage advanced technologies to enhance contact center operations.
• Promote continuous improvement through innovative solutions and best practices.

Service Network Partnership

• Partner with Service Operations Managers (SOMs) and the service provider field network to foster strong service partnerships.
• Ensure issues are resolved promptly and "fixed right on the first visit" to drive customer satisfaction.

Operational Oversight

• Oversee day-to-day operations, coordinating closely with Fountain Operations, the service network, and various internal teams including the BAST team and READ team.
• Monitor performance metrics and ensure alignment with organizational goals and objectives.

Qualifications:

• Minimum of 3-5 years of experience in contact center operations or service operations management.
• Proven experience in leading and managing teams.
• Strong analytical and problem-solving skills with a focus on process improvement.
• Experience with implementing and managing technology-driven solutions.
• Excellent communication and interpersonal skills.
• Preferred Skills:
• Familiarity with service network management and field service operations.
• Proficiency in using contact center software and tools.
• Working Conditions:
• 25% Travel: This position will require occasional travel to various service provider locations.
• Flexibility in working hours to oversee contact center operations across different time zones.

What We'll Do for You:

• Provide a challenging and fulfilling role at the heart of our global supply chain operations, complete with a competitive remuneration package.
• Offer opportunities for professional development in a company that encourages growth, innovation, and leadership.
• Cultivate a work environment that values collaboration, individual contributions, and the delivery of quality results.
• Ensure you have the resources and support required to make substantial impacts, achieving both personal and professional milestones with us.

Skills:

Influencing, organization

Pay Range:

$114,000 - $139,000

Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.

Annual Incentive Reference Value Percentage:

15

Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target.

Our Purpose and Growth Culture:

We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.