Color Operations, Helpdesk Supervisor

The purpose of this position is to provide project management, data analytics, customer service, and Service Now Field Service Management product management while leading the hotline in the PSG Color Operations organization.
Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Companys staff, employees, and business relationships
1. Color Operations Project Management
Provide project management of operational, IT, and/or business initiatives for special projects needed to support the Color Operations Business Unit
Attend, lead, and/or participate in meetings and provide leadership within the department.
Identify and schedule project or program deliverables, milestones, and tasks. Assist in defining scope, deliverables, success criteria and key metrics of the project in conjunction with Director and other key stakeholders.
Work with Color Operations Finance Supervisor to run analysis and track financial impact of special and strategic projects.
Recommend and develop best practices, techniques and tools for project planning, execution, tracking, communication, and key performance metrics with leadership.
Share lessons learned and best practices across programs, building relationships with stakeholders and broker relationships at all levels.
Lead Change Management preparations and implementations both internal to the PSG Color Operations team and other customers that the change will affect.
2. Service Now Field Service Management (FSM), Color Operations Product Management o Manage and maintain the Service Now FSM Color Ops templates and ensure processes are designed updated as software changes.
With support from Director, defines long-term and short-term product vision, strategy and roadmap.
Gathers inputs for product backlog and then provides suggestion on prioritization.
Connect with each team and maintain alignment across all team(s) for changes to be made.
Act as the voice of the end use customer (Color Ops Techs, Hotline, and finance teams, outsource vendors and contractors), to modify and deliver best customer experience.
3. Help Desk Operations and Customer Service o Manage the daily operations of the Color Operations hotline. Adjust schedules and route incoming calls throughout the day as call volume and staffing dictates.
Maintain a fully staffed and well qualified hotline team that works together to deliver prompt and effective solutions, service, and training to our customers, on-site, written, and orally in a high stress level call center environment.
Ship and/or order replacement parts and systems for defective Color Matching, Paint Shaking and Automatic Tinting equipment as necessary.
Work with Store Computer Operations software development team to keep them informed of field problems and software issues. Update the Store Computer Operations (SCO) help desk when applicable.
Provide feedback, training, coaching to hotline agents as needed to ensure quality and consistent customer service. Maximize over the phone resolution, to minimize field technician dispatch.
Prepare and analyze telephone activity reports for the team and Director on a weekly, monthly, and annual basis.
4. Employee Development and Engagement o Facilitate the professional and technical growth of team members.
Facilitate open sharing of knowledge and ideas to promote employee engagement.
Provide real time coaching and feedback for direct reports.
Conduct formal performance reviews and address performance concerns.
Create a culture of diversity and inclusion and a positive cooperative work environment.
FORMAL