Summary:

The operations team lead supports the general operation of a program's functioning. He/She is responsible for general supervision and performance of a designated team, and aids the management of the client relationship. He/She also determines daily workload requirements and distribution, performs daily database maintenance and troubleshooting, supports logistics service representatives to achieve process adherence, productivity and quality goals through training and mentoring. Additionally, to provide proactive communication both to and from Clients and OnProcess Management.

Responsibilities:

Demonstrateandadheretocompany'svalues.
Supporttheircolleaguesandiscooperativewiththeclient.
Assistintrackingandcontrollingthekeyperformancestandards.Providesfeedbacktoagentsthroughmonthlymeetingstoeffectivelyimprovetheirknowledge,skills,attitudesandoverallpresentation.
Trackandmonitortheagents'work,namelythefulfillmentofcompanyandclientrequirements, inordertomaximizetheachievementofdailygoals.
Distributethedailyworkofthe team.
Escalatedatabaseissues.
Responsibleforreportingonvariousactivities:createandanalyzeTierI &TierIIclientreports(egescalationfiles,logisticrequests).
Communicatewithbothinternalandexternalclients.
Actasa firstpointofcontactforescalationfromcustomers.
Escalatespecificissuestotheappropriatelevelofmanagement.
Facilitateteamcommunications.
Consistentlyimplementandexceedthecompany'skeyperformanceindicatorsandqualitystandards.

Qualifications:

5-8yearsofexperiencein acallcenter, customeroperations, orlogisticssupportenvironment.

Minimum2-3yearsofexperiencein a TeamLead/Supervisorrolemanagingagentsor servicerepresentatives.

ProvenexperiencemanagingKPIs,productivity,qualitymetrics, and SLAadherence.

Experiencehandlingcustomer andclientescalationsin a serviceoperationsenvironment.

Experienceinworkloadplanning,queuemanagement, anddailytaskdistribution.

Strongexperienceincoaching,mentoring, andperformancemanagementofagents.

Experiencepreparingoperationalandclientperformancereports(TierI /TierIIreporting).

Stronganalyticalskillswiththeabilitytoidentifyprocessgapsanddriveimprovements.

Advancedproficiencyin MS Excelforreportingandperformancetracking.

Excellentstakeholdercommunicationskillswithinternalandexternalclients.

Education/Certificationrequirement:

BA inappropriatefield.

#LI-GM

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Logistics Operations Team Lead