Operations Manager II - Staffing

Circet USA is the leading provider of Network Services in North America, and we're looking for talented professionals to join our team. We specialize in engineering and construction services delivering comprehensive solutions across Inside Plant, Outside Plant, and Wireless networks to meet the evolving infrastructure needs of our customers.

With nearly 50 years of industry experience, we work with major telecom service providers, MSOs, cloud service providers, and utilities. At Circet USA, you'll have the opportunity to make an impact by helping to create customized solutions that address our clients' unique challenges. If you're passionate about innovation and thrive in a dynamic environment, we'd love to hear from you.

Circet USA's benefits package includes the following:

Medical, Dental, and Vision insurance
• Digital Health & Wellness Support
• Critical Illness, Accident, & Hospital Insurance
• Short-term & Long-term disability
• Group term & Voluntary life insurance
• Flexible Spending and Health Savings Accounts
• Paid Time Off & 401K
• Company Discount Website

We are seeking a highly skilled and experienced Operations Manager II to fulfill a staff augmentation role with Circet USA's customer.

The main function of an operations manager is ensuring that the different departments in the company follow through with the plans and devises he/she makes for the business's success.

ESSENTIAL DUTIES & RESPONSIBILITIES include the following. Other duties may be assigned:

• Support Retail, Builder, and Distribution channel service orders and exchanges by serving as coordinator among stakeholders to improve Customer Satisfaction KPIs
• Serve as primary service escalation point of contact for customers within assigned sales channels/territories
• Engage in case management by liaising with internal departments including: Sales, Service, Parts, Exchange & Refund, Product Liability, and Tech/Product Support to ensure escalated cases are handled expeditiously
• Make on the spot decisions based on the situation at hand to maximize customer satisfaction, within acceptable corporate guidelines
• Recommend policy and process improvements based on findings from cases handled
• Data steward of departmental policy & procedure content, KPIs, and data
• Oversee content management on department SharePoint site
• Responsible for production of department KPIs and ad-hoc analysis requests
• Support implementation and improvement of new and existing department policies, processes, and procedures
• Assist department's customer engagement channels and digital self-service tools
• Support development of call center training materials, QA guidelines, KPIs, workforce planning, and performance feedback loops.
• Support in production and distribution of internal and external newsletters
• Support in implementation of user management and user experience systems; including CRM tools and customer service portals

• College degree (Bachelor's) required
• Expertise in Field Service, Customer Service, or experience in Home Appliance / Consumer Electronics industry
• 4 years of professional experience required
• Ability to identify gaps in procedures/policy and create improvement plans to address
• Ability to drive change in cross-functional and demanding environment
• Strong Microsoft Excel (pivot table & formula), Word, PowerPoint, ERP, CRM, and data visualization skills required
• Excellent written and verbal communication skills

Circet USA is an Equal Opportunity Employer - Veteran/Disabled. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.