Operations Manager - Call Center

Requisition Number: GA-14033
Area of Interest: Operations
Organization: Distribution Center
Brand/Division: Georgia
Position Type: Full-time
The Operations Manager is responsible for leading and developing their own team of Williams-Sonoma Associates with a focus on motivating, mentoring, and coaching. This individual is accountable for engaging their team during a shift to maintain the highest levels of safety, quality, attendance, and performance. The person in this role will need to be able to show strong leadership, the ability to address budgetary objectives and the desire to equip their team with the tools needed for success. The Operations Manager will ensure that daily departmental goals are met using a People First philosophy to achieve established objectives in Safety, Service, Quality, and Cost.
Operational responsibility for the Cranbury Hub Scheduling Center
Ownership of Hub Scheduling operations including scheduling deliveries, handling all customer service inquires and escalations, delegating and overseeing all call center reporting
Responsible for specific service metrics related to safety, service, quality and cost
Lead, guide and direct hourly associates to meet or exceed operational goals, as well as monitoring performance, providing coaching, counseling, and development; and use Key Performance Indicators to make ongoing improvements and enhancements
Accountable for maintaining integrity for on-time shipments, people utilization, damages; provide periodic reports to multiple tiers within the organization, ensuring accurate communication
Communicating policies to associates and act as the primary information source for the team, maintaining compliance and consistency and taking corrective action when needed
Directing and ensuring top service for internal/external customers
Developing performance goals and objectives to ensure accuracy, quality and customer expectations are met
Maintain health and safety standards within the distribution center and promote a positive health and safety culture onsite
Direct and oversee job assignments and plan daily, weekly, monthly, and peak season labor schedules
Achieving financial plans and budget objectives
A Bachelor's degree or 3-5 years of relevant distribution or manufacturing management/leadership experience
Strong ability to communicate effectively (written or verbal), with excellent interpersonal and customer relations skills
Must be highly organized and process oriented
Ability to complete multiple tasks consistently and on time
Warehouse Management System experience
Ability to adapt and change processes to keep pace with the evolving business requirements
Strong technical skills included but not limited to Microsoft Access, Excel, Word, PowerPoint
Bachelors or Master's degree in Business, Operations, Logistics, Supply Chain, Industrial Engineering or related field is strongly preferred
6+ years of management experience in a manufacturing, production or distribution environment
Exposure to furniture distribution and/or big box distribution is a plus
Solid understanding of Safety and OSHA standards
Exceptional organizational and time management skills to successfully respond to urgent situations.
Six Sigma/lean experience preferably in a distribution/warehouse environment
Bilingual in Spanish is preferred
Williams-Sonoma, Inc. is an Equal Opportunity Employer.
Williams-Sonoma, Inc. will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance, or other applicable state or local laws and ordinances.

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