About The Pasha Group
Serving customers since 1947, The Pasha Group is a family-owned diversified global logistics and transportation services company. The Pasha Group’s Mission is to be a leader in providing customized, cost-effective and profitable value-added services to the automotive, maritime, and relocation industries through the integration of Pasha’s network of global logistics entities and strategic partners. Our continuing investment in our employees, technology, facilities and equipment enhances our productivity, leading to increased quality and profitability, for Pasha and for our customers, whose satisfaction is fundamental to our business. Our name stands behind every move.

Why work at The Pasha Group?
Our culture fosters individual talent, mutual trust and lifelong learning. We support our people so they can master their career journeys, go further, reach higher, and realize their greatest potential.

• Various career paths
• Career development
• Flexibility and Hybrid work schedules
• Digital learning platform with tuition reimbursement
• Serving communities where we work and live

Compensation and benefits for full time positions:

• Competitive compensation based on experience and qualifications.
• Medical, Dental, Vision, and Life Insurance programs
• Employer Paid Short & Long Term Disability Insurance
• Commuter benefit program
• Flexible spending accounts
• 401K with a Profit Sharing Plan
• Wellness Program
• Employee discount programs
• Paid Volunteer Time at Company-Sponsored Events in the Community

Here’s more about the job:

The Director, Shared Service Center drives the overall execution of the business unit goals and strategies for Shared Services. The incumbent manages the attainment of positive outcomes for the total customer experience. The incumbent leads both direct reports and matrix-managed work teams to develop and implement service operations excellence initiatives.

Primary Objectives

• Manage the Service Center in ensuring high quality service delivery that satisfy service level agreements and meet productivity, efficiency and key performance indicator (KPI) targets for each client, emphasizing timely, accurate and complete transaction handling and excellent customer care.
• Effectively deliver on service requirements within budget and resource parameters; implement adequate controls, audits, and assign appropriate accountability for cost management and transparency. Develop operational budget and financial planning; perform analysis as needed to adjust operations to meet financial goals.
• Manage client relationships as primary point of contact to maintain alignment, communication and responsiveness to evolving process, system, and service needs. Develop and maintain synergies between the Service Center and other business units including corporate services to improve the overall efficiency and effectiveness of the enterprise.
• Manage execution of all staff-related processes, including talent sourcing and management, performance management, training, communication, policy and practice consistency, and recognition.

Duties and Responsibilities

• Provide leadership and direction to the team of Leads, Supervisors, Managers, and support staff by regularly communicating expectations, ensuring departmental performance goals are clearly presented and understood, business unit outcomes are prioritized and attainable, and that all efforts support the drive to deliver outstanding customer service through adherence to quality standards and performance metrics.
• Establish and maintain a positive, collaborative work environment that fosters quality and commitment to our client customers and a team-oriented approach in all actions.
• Assign and delegate work to team members by managing daily workflow of team, adjusting assignments as needed to cover fluctuations in volume, employee absences, and other changes as they occur; collaborate with other contact center management resources for optimal efficiency/performance.
• Meet center’s financial objectives by accurately estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; and being proactive in the initiation of corrective actions.
• Ensure that work performed is continuously aligned with written and oral work instructions, process flows, training plans, proper audit controls, capacity models, transactional charges, and service level agreements. This includes random spot audits of processes and system data to ensure integrity.
• Recommend system enhancements, programs and projects that will improve productivity, efficiency, cost management and overall performance of the call center.
• Provide operational support and guidance to ensure that each team has all of the necessary tools, competencies and training to meet the established service level agreement targets.
• Review and evaluate cost effectiveness, consistency, quality, accuracy, and performance to company standards and take action as necessary to correct discrepancies.
• Manage issue escalations, day-to-day issue resolution (standard and complex), and development and monitoring of any action plans needed to ensure that service level requirements are met and operational processes are continually improved.
• Work with Business Unit Managers to establish and maintain high levels of internal and external customer service and touch points.
• Ensure consistency of resolution of sensitive and/or volatile employee situations are responded to with discretion and confidentiality throughout all service centers.
• Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Conduct regular gap analysis to identify service expansion needs or process changes.
• Other duties as assigned.

Required Education

• Bachelor’s degree in Business, Operations, Supply Chain Management, Accounting, or Finance; or equivalent combination of coursework and experience in directly-related field required

Preferred Education

• Master’s degree preferred

Preferred Licenses and Certifications

• LEAN, Six Sigma, TQM, and/or contact center certifications preferred

Required Work Experience

• 8+ years’ progressive management experience at a senior level within a logistics / business to business / or contact center services operation
• 3+ years’ supervisory experience
• Must have experience in a process driven business environment, with proven score card metric / KPI – based results
• Knowledge and proficiency with use of contact center management software required.

The applicable salary range is aligned to one of 5 zones according to a cost of labor index for the geographic location of the role. Starting pay for the successful applicant will depend on a variety of job-related factors, which may include related experience, education and training, location, business needs, or market demands. The expected salary range for this role is set forth below. Ranges may be modified in the future.
Zone 3: Starting rate $140,000; up to $160,000 for highly qualified candidates

This job is also eligible for participation in an Incentive Plan with a target payout based on eligible compensation and corporate/individual performance goal attainment.
Annual Incentive Opportunity: 15% of eligible compensation

Must be fully vaccinated against COVID-19.

The Pasha Group is an EOE/AA Employer – Minority/Female/Veteran/Disabled/and other Protected Categories.

About The Author: Karline Deshane