Are you up for a challenge? Join our growing team as a Team Manager!
Responsibilities
Develops and maintains an energetic, high-performance company culture that inspires employee commitment, implement Reward and Recognition programs that drive key behaviors and motivate employees
Provides work direction of all Team Leads on enhancing organization performance and career progression
Manages the day to day operations of the accounts of the company
Manages the staffing level to ensure that staffing needs to meet business requirements
Manages and coordinates workflow to achieve established business targets and objectives.
Develops action plan, key projects and initiatives to bridge gaps.
Ensures that all performance and service standards are met in the areas of quality, processing time and productivity
Attends regular meetings with management to improve productivity, product knowledge, and customer satisfaction
Delivers complex client engagements that help identify, design, and implement creative business solutions for the company
Submits weekly and monthly reports to the client and operations manager.
Addresses the team’s needs and concerns, performance and motivation issues, and conflicts.
Partners with Human Resources, Training and Quality departments to develop and implement policies and programs to support the company’s business strategies
Enhances overall value by assessing service level operation efficiencies and streamlining processes to ensure that our requirements are met in a cost-effective manner
Keeps customer needs at the forefront of all business strategies, initiatives, and decisions and evaluate all actions in terms of their value to the customer
Understands the customer service level agreements as assigned
Requirements
At least 2 years of experience in the same job functions
Possesses excellent communication skills: listening, verbal and written. Proficient in MS Office,
Strong Powerpoint and Excel skills
Demonstrated ability to implement and develop strategies, build action plans and set goals
Possesses excellent reporting skills
Previous leadership/supervisory experience in a BPO environment/freight forwarding company
Proven innovative problem-solving abilities and decision making skills required, in addition to prioritization and planning skills
Demonstrated ability to deal with issues involving clients
Demonstrated experience in handling complex employee issues
Must know how to mentor staff
Must be extremely knowledgeable of process and client management
Must have experience in developing business processes leading to increased operational efficiency
Exhibits good understanding of statistical reports, workforce management and staffing
Willing and able to work on a shifting schedule and holiday
