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Logistics Operations Team Lead

5-8 Years
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Job Description

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.

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About Accenture

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

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Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, militaryveteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

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About Company

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services &#8364&#x3B;" all powered by the world&#8364&#x3B;&#8482&#x3B;s largest network of Advanced Technology and Intelligent Operations centers. Our 674,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at accenture.com

Job ID: 147022971

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