Operations Manager – Client Services & Dispatch

Operations Manager Client Services & Dispatch

Excel Courier Ashburn VA Full Time On-Site

Position Summary
The Operations Manager Client Services & Dispatch leads the Client Services and Dispatch teams with primary accountability for personnel management team development and operational process ownership of these functions. Build scale and hold accountable high-performing teams that deliver service quality to customers. Partner with the operations management team to ensure end-to-end service delivery.

Essential Functions (Duties and Responsibilities)
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Service-quality accountability. Serve as the primary point of accountability for service-quality outcomes delivered by the Client Services and Dispatch functions.
• Build and scale teams. Build and scale the Client Services and Dispatch teams in line with business growth including workforce planning hiring onboarding role design staffing requirements selection and recommend termination.
• Develop people and culture. Develop team members through coaching mentoring skills development and career-path planning; guide employees in handling difficult or complex problems and resolving escalated complaints or disputes. Foster a positive collaborative team culture using strong interpersonal and communication skills across all levels of the organization.
• Performance standards and accountability. Establish clear performance.
  standards and accountability mechanisms; conduct regular performance reviews coach through performance issues and hold team members to defined expectations.
• Process ownership and daily operations. Own and continuously improve the processes within Client Services and Dispatch; maintain metrics reports process documentation customer service logs and training records; prepare work schedules and assign specific duties.
• Compliance and oversight. Monitor operations to ensure staff compliance with administrative policies and procedures safety rules contracts and government regulations.
  
• Cross-functional collaboration. Collaborate with the operations management team to formulate and implement cross-functional policies procedures goals and objectives including process and technology initiatives.

Work Environment
This job operates in a demanding high stress fast-paced call-center office setting as well as occasional presence in a temperature-controlled warehouse. This position routinely uses standard office equipment such as computers phones and photocopiers.

Physical Requirements
While performing the duties of this job the employee is frequently required to walk sit hear speak hold visually inspect and utilize repetitive hand motions requiring finger dexterity and hand eye coordination. Employee must maintain a professional and customer-friendly demeanor be able to work in a fast paced environment handle stressful situations occasionally lift and handle packages up to 50 lbs. and be able to visually distinguish primary colors.

Core Competencies
Team Leadership
Managing People / People Development
Performance Coaching & Accountability
Interpersonal Skills / Impact and Influence
Conflict Resolution
Change Management
Customer Service
Delegation
Problem Solving
Communication

Required Education and Experience
Five or more years of people-management experience leading and developing teams in a high volume dynamic environment.
Demonstrated track record of scaling teams building accountability structures and developing direct reports.

Compliance Requirements
Successful completion of all required pre-employment screenings onboarding requirements and mandatory training programs including background screening drug screening credit check HIPAA training TSA training and other company-required certifications.

Required Experience:

Manager