Customer Scheduling Lead
Posted: January 18, 2017
Reference ID: 00062528
Job ID: 00062528
2nd SHIFT WORK SCHEDULE: Tues-Sat / 2:30pm-11pm
Although the Customer Scheduling Lead will perform the key functions of the Customer Scheduling Specialist, this position is primarily responsible for ensuring that organization structures, processes and people capabilities are aligned to meet the Customer Service Center's goals. This position focuses on the continuous improvement and quality of work in the Center by: 1) scrutinizing process effectiveness & creating new processes as needed, and; 2) developing, coaching, training and monitoring the Customer Scheduling Specialists performance individually and as a team; 3) coordinating regular communication with key stakeholders -- Sales, Technician organization, field support, Customer Service Center - to identify performance gaps and needed improvements.
Performance Management - In conjunction with Center management, establish and communicate CSS performance expectations - Monitor CSS performance, identify performance issues and work individually, or with the CSS teams as a unit, to adjust performance through training or coaching. - Track CSS's performance to ensure that alert performance is meeting acceptable standards. Communicate reduction in standards to Center management. - Monitor SLA performance and communicate issues, solves and customer concerns to Center Management for future action. - Within the assigned Center Pod, act as first line of support for data or system problem resolution. Process Improvement - Develop, document and communication processes. - In conjunction with CSS's: identify best process practices to increase effectiveness - Identify problem areas related to market unit activities that cause, or have the potential to cause, system issues and work with the market unit to resolve those issues and then change processes to reflect the solutions. - Identify new software release impacts: determine and document related new processes Training - Responsible for managing and facilitating training classes -- new hire, continuous development and new software releases classes - For new hires: follow up elearning training with class application exercises and individual coaching on how to effectively manage the scheduling and the alert management system - Measure training effectiveness through testing and performance data - with responsibility for making sure adjustments are made to the training content as necessary Data Integrity - Primary responsibility for performing functional testing of the new releases of the scheduling system - Identify software or design issues and ensure that they corrected by the programming development team - Identify software release changes that impact current processes and document how the processes will need to change. - Maintain key system information such as basic set up, Tech skill requirements, ticket types, contract type and service priority levels. - Approve, create and delete user access to the Workforce Management system
Required - High School Diploma or Equivalent (GED) - 1 plus year of telephone customer experience; preferably in a high call volume environment Preferred - Bachelors Degree preferred - 2 plus years of dispatching or logistics experience; preferably in a high call dispatching environment - Beverage industry experience - 2 plus year in training and business process procedures
Coca-Cola Refreshments is an Equal Opportunity Employer and does 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.