Chief Operational Excellence Specialist
1 day ago
The Team Lead plays a pivotal role in driving operational excellence, ensuring seamless functioning of assigned flex sites and fostering a culture of efficiency through daily floor observations.
Key Responsibilities:
- Monitor the efficient operation of assigned seller flex sites via regular check-ins, emails, and coordination with field executives
- Liaise between field executives/sellers and various internal and external agencies for prompt execution of operations
- Respond to associate queries in real-time, providing education and coaching to achieve first contact resolution and excellent seller experience
- Drive opportunities for efficiency through daily site assessments
- Serve as the primary point of contact for any seller escalations and ANDON cases
- Conduct weekly audits on seller cases/associate activities for performance on quality scorecards and provide actionable feedback to improve performance
- Demonstrate exceptional time-management skills and ability to work independently while leveraging departmental resources, policies, and procedures
- Collaborate with partner teams for contingency planning and holiday scheduling
- Develop and deploy standard operating procedures (SOPs), analyze data, and propose innovative solutions to enhance the Seller experience
- Coordinate with other departments such as seller support, Business team, and program team for swift issue resolution
- Design and implement monthly node-level distribution plans, roster management, and execute daily staffing schedules
- Compile various sets of daily, weekly, and monthly business reports
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Operational Excellence Specialist
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