Workplace Optimisation Manager supporting the delivery of data - driven optimisation initiatives in workplace environments. Collaborating with teams to enhance workplace efficiency and colleague experience.
About the role
- Manager overseeing Subject Matter Expert Team for customer service at Orion. Responsible for team training, standards, and client service delivery.
Responsibilities
- Provide training and best practice procedures to team members and external clients
- Lead face to face discussions and training during customer office visits and/or conferences
- Provide assistance in testing functionality during scheduled build weeks
- Maintain and uphold the standards which have been set for the Orion Service teams
- Analyze client requests and deduces and explores possible solutions or forwards request on to appropriate department following-through until resolution
- Counsel team members regarding best practices, policies and procedures, as well as providing advice on how to handle situations encountered or requests
- Maintain an in-depth knowledge of the assigned Orion system team
- Provide training and assistance to newer employees and other team members on a regular basis
- Act as an escalated level of support for issues and problems; resolves where appropriate in order to provide effective support
- Be accountable for all decisions regarding employment, performance appraisals, training, corrective actions and salary recommendations
- Hold One-On-One meetings with each team member to review any questions or concerns the team member may have
- Conduct weekly team meetings to set goals and priorities for the week and to review progress of goals
- Conduct daily team huddle to review outstanding items and projects for the day to help formulate a plan that the team can successfully execute
Requirements
- Must be able to professionally speak with customers on the phone
- Are proficient writing and grammar skills and an ability to respond to customers through chat and email
- Has Bachelor’s degree in Business Administration or related field
- Has minimum of 3 years of experience in a customer service or technology related role
- Has minimum of 1 year of leadership or management experience
- Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization.
Benefits
- health, dental, vision, and disability coverage on day one
- 401(k) plan with employer match
- paid parental leave
- pet benefits including pawternity leave and pet insurance
- student loan repayment and more.
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