What are the responsibilities and job description for the Delivery Scheduling Supervisor - Night Shift position at Arhaus?
Job Details
Description
Essential Duties & Responsibilities:
Associate Benefits:
Description
Essential Duties & Responsibilities:
- Manage a team of 10 Call center agents
- Distribution of daily assignments
- Maintain Scorecard’s
- Daily Monitoring of agents' calls and performance
- Scheduling when needed
- Direct Actions Requested by Store / Regional Managers
- Review orders to determine the best possible solution / next steps
- Taking Escalated calls when needed
- Ensure Scheduling team members are meeting KPIs by strategic planned / unplanned audits
- Source of information for assigned Team, owning FAQ’s and client services knowledge base to ensure accurate and helpful information
- Perform continual coaching and development of Delivery Scheduling team members, including partnering on Annual Performance Reviews
- Partner’s with Head of Delivery scheduling regularly reporting out on team perforce
- Communicate across the Client Services team to identify and troubleshoot issues
- Ability to analyze data/metrics to identify trends and potential issues, relaying information and potential solutions to the Head of Client Services
- Other duties as assigned
Associate Benefits:
- High School diploma or equivalent required
- 3-4 years’ customer-service-focused experience, in a call center environment is required; preference to experience in retail, luxury, or hospitality
- 1-2 years’ experience in leading teams/management experience
- Knowledge of Excel and STORIS is preferred
- Understanding of computer systems and troubleshooting issues with minimal assistance (proficiency in Microsoft Suite preferred)
- Excellent communication, problem-solving, and follow-up skills
- Ability to work in a fast-paced environment, while demonstrating prioritization skills and a high sense of urgency
- Takes on difficult challenges and finds creative solutions
- Demonstrated ability to work independently and within a team
- Benefits | Medical, Dental, Vision, 401K, FSA/HSA, Retirement Savings, Life, Disability
- Paid Time Off | Prorated Based on Hire Date
- Career Pathway | Opportunities for Advancement
- On-Site Medical Clinic, Cafeteria Starbucks
