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Job Title: Operations Support Center Specialist
Location: Oklahoma City
Department: Operations
Position Summary
The Operations Support Center Specialist plays a vital role in supporting retail merchandisers throughout their employment journey—from onboarding and training to ongoing engagement. This position ensures seamless communication, efficient scheduling, and timely support for field personnel to meet execution goals and business needs. The Specialist also handles inbound calls, resolving issues and providing guidance to merchandisers in real time.
Key Responsibilities
- Initiate contact with onboarding candidates within 48 hours of PIF generation and follow up through paperwork completion.
- Conduct outreach to new hires to confirm acceptance of Terms of Work and verify availability.
- Schedule and track completion of training calls; coordinate in-person training sessions.
- Assign territories and master assignments using SmartSystem.
- Support project planning and coverage, including managing unassigned and unconfirmed projects.
- Maintain regular verbal contact with merchandisers every 30 days and document interactions in SmartSystem.
- Review overtime dashboards, generate reports, and conduct photo audits.
- Provide coaching and counseling to employees as needed; escalate concerns to Field Leadership.
- Manage missing-in-action cases and take appropriate action.
- Assist with territory realignment and other SmartSystem updates.
- Perform additional duties as required to support Driveline’s operational goals.
Qualifications & Requirements
- Proficiency in Microsoft Office Suite (Outlook, Excel, Word) and web-based reporting tools.
- Ability to operate a multi-line phone system while multitasking effectively.
- Strong written and verbal communication skills.
- Collaborative team player with a commitment to excellent client and customer service.
- Flexible and adaptable to change in a dynamic work environment.