Call Center Operations Manager Jobs in Jackson, MS

Job Summary

The Outbound Operations Supervisor is a people leader that drives the successful execution of all pulling and outbound shipping activities. Reporting to the Outbound Operations Manager, this role is responsible for designing efficient and consistent methods for the outbound team(s) to follow, ensuring freight is properly pulled, sorted, packed and loaded in a safe, high quality and timely manner. The Outbound Operations Supervisor ultimately holds their team to a high standard of operational execution, while also reinforcing a culture of engagement, empowerment and problem-solving amongst all teammates.

Responsibilities

• Responsible for supervising and implementing functions of efficient outbound operations by instructing employees how to perform work, monitoring progress and troubleshooting as needed.
• Responsible for designing and maintaining organization of truck yard operations, ensuring efficient organization of trailers, housekeeping, maintenance, and safety protocols are maintained.
• Responsible for consistent and innovative solutions to drive adherence to all security and safety rules and regulations, ensuring a safe environment for employees, including but not limited to picking, sorting and truck load procedures.
• Proactively maintains awareness of budget planning and enforces cost-saving initiatives and process improvements.
• Supervises and provides leadership to warehouse associates, promoting engagement and empowerment to solve problems and make good operational decisions.
• Works with other DC management to investigate and resolve shipping errors; addresses shipping errors with team to mitigate future issues.
• Schedules team hours to ensure peak period coverage and efficiency.
• Protects company assets ensuring all equipment is used and maintained properly, buildings are checked and secured nightly, monitoring employees so no merchandise leaves without proper receipts.
• Responsible for leading efficient and accurate methods of processing outbound orders, cross/docks, stock orders, special orders, UPS, Will Call and any other miscellaneous orders as applicable.
• Identifies opportunities for cost reduction and implements process improvements to enhance operational efficiency.
• Fosters a culture of engagement and empowerment, mentors team members, and facilitates problem-solving and decision-making to drive operational success.
• Oversees the reconciliation of truck loads each night to ensure proper loading of product.
• Responsible for designing and implementing efficient protocols and systems for shuttle truck orders and loading of trucks.
• Ensures team follows all company and supplier guidelines for factory returns.

Qualifications

• High School Diploma, general education degree (GED) or equivalent combination of experience and education.
• 1+ years' experience within a distribution center or similar environment.
• Ability to comply with all safety requirements pertaining to job functions and general Distribution Center safety requirements.
• Strong interpersonal skills.
• Ability to develop and maintain cooperative working relationships with others.
• Strong organizational skills detail oriented.
• Ability to use good judgment in order to carry out detailed instructions.
• Basic computer skills required.
• Must be capable of lifting/moving heavy items up to 60 lbs.
• Must be forklift and pallet jack certified.

Preferred Qualifications

• 2+ years' experience within a distribution center or similar environment.
• 1+ year's proven experience in a managerial role and/or leading teams.
• Experience with Lean Six Sigma methodologies and tools.
• Diverse experience (especially within automotive or retail distribution centers).
• Proven experience performing various quality functions (inspection, control, assurance, audits).
• Proficiency in using relevant tools and technology (including MS Office, Promapp, Power BI, Visio, etc.).
• Customer-centric spirit and task-execution.
• Enthusiasm for data, analysis, and providing simple insights.
• Passion for solving complex challenges.
• Comfort influencing others, leading teams, managing stakeholders, getting buy-in from leadership, and communicating clearly.
• Test-and-learn mentality and agile way of working to improve team products.

Leadership

• Embodies the following values: serve, perform, influence, respect, innovate, team.
• Effectively communicates by motivating and inspiring others through clear and proactive communication.
• Delivers results and drives customer success by committing and focusing on outcomes to deliver results and making the customer the center of decisions.
• Makes balanced decisions and thinks strategically by being a forward thinker.
• Develops high-performing teams by providing inclusive leadership, attracting and developing world-class talent, providing ongoing feedback, and building trust across the organization.

Physical Demands / Working Environment

• Lifting and Carrying: Ability to lift and carry objects of varying weights, typically 25 to 50 pounds or more, depending on the job duties.
• Pushing and Pulling: Capability to push and pull carts, pallet jacks, or other equipment loaded with materials throughout the warehouse. This may involve pushing or pulling heavy loads over extended distances or up ramps.
• Standing and Walking: Willingness and ability to stand and walk for extended periods, often for the duration of a shift. Warehouse employees may be required to move around the warehouse facility to pick orders, stock shelves, or perform other tasks.
• Bending and Stooping: Capacity to bend, stoop, squat, and reach to retrieve items from shelves, bins, or storage racks. Employees may need to access items throughout the warehouse at various heights and angles.
• Climbing: Can climb ladders or stairs to access elevated storage areas or perform maintenance tasks. Warehouse environment will require employees to work at heights to include open floor mezzanines and follow safety protocols for ladder use.
• Operating Equipment: Proficiency in operating warehouse equipment such as forklifts, pallet jacks, and order pickers. Depending on the job role, employees must pass certification or training programs to operate certain equipment safely.
• Manual Dexterity: Ability to use hands and fingers to handle small objects, operate machinery controls, and perform tasks requiring precision and accuracy. This may include picking and packing items, labeling products, or assembling shipments.
• Repetitive Motion: Willingness and ability to perform repetitive tasks, such as scanning barcodes, sorting items, or packaging products, throughout the shift. Employees should be able to maintain productivity while performing repetitive motions safely.
• Physical Endurance: Stamina and endurance to work in a fast-paced environment and meet productivity targets. Warehouse positions may require employees to work long hours, weekends, or overtime during peak periods.
• Safety Awareness: Commitment to following safety protocols and guidelines to prevent workplace accidents and injuries. Employees should be vigilant about potential hazards in the warehouse environment and take appropriate precautions to ensure their safety and the safety of others.
• Environment: Position operates in a warehouse setting with continuous exposure to industrial noise (e.g., forklifts, conveyors, machinery, and loading activities), bright overhead lighting, and varying temperatures due to limited climate control. Employees regularly work around moving equipment and mechanical operations and must remain alert to audible and visual safety signals in a fast-paced environment.

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