Logistics Operations Team Lead

Summary:

Additionally, to provide proactive communication both to and from Clients and OnProcess Management.

Responsibilities:

• Demonstrate and adhere to company’s values.
• Support their colleagues and is cooperative with the client.
• Assist in tracking and controlling the key performance standards. Provides feedback to agents through monthly meetings to effectively improve their knowledge, skills, attitudes and overall presentation.
• Track and monitor the agents’work, namely the fulfillment of company and client requirements, in order to maximize the achievement of daily goals.
• Distribute the daily work of the team.
• Escalate database issues.
• Responsible for reporting on various activities: create and analyze Tier I & Tier II client reports (eg escalation files, logistic requests).
• Communicate with both internal and external clients.
• Act as a first point of contact for escalation from customers.
• Escalate specific issues to the appropriate level of management.
• Facilitate team communications.
• Consistently implement and exceed the company's key performance indicators and quality standards.