Service Operations Team Lead - Guadalajara, México - Arrive Logistics

Arrive Logistics

Empresa verificada

Guadalajara, México

hace 1 semana

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Who We Are

Who We Want*As the Service Operations Team Lead, you will use your passion and experience to help deliver premier service in our Mexico office.

As we grow, we continue to need individuals who can flourish in leading our tracking teams.

You will connect with people from all over Arrive and lead service operations for our driver service reps, group trackers, and service assistants in order to create a customer obsessed group that interacts with Arrive's carrier partners and driver partners every day.

The role will partner with the Global Services Associate Manager, Global Services Operations Manager and the L&D Manager to focus on training on proactive tracking/issue resolution, as well as, overseeing the day-to-day operations of the driver services and tracking team and assisting with daily team functions as necessary.

What You'll Do

Oversee daytoday operations of driver service representatives
Monitor driver service inbound calls
Live listening/reviewing recordings
Help to assist with any questions and needs throughout the day
Assist in escalation processes by overseeing internal communication between driver service rep and BizDev/Carrier Representatives
Help out with any and all driver service responsibilities company wide
Continueded training for driver services representatives
Coaching/shadow sessions to ensure driver services representatives are growing in their career
Coach on tracking prep for transition into group trackers, strategic trackers, and service assistants to fit company hiring needs
Train on Next Gen Tracking Board
Monitor ARRIVEnow tracking boards from "Booked" to "Delivered" status to ensure that all loads are being tracked
If this is not being done properly, inperson shadowing and training sessions must take place and performance evaluation must occur
Monitor general communication between the driver services representatives, group trackers, service assistants, and carrier partners
If driver services representative has poor communication, it is your responsibility to provide a warning or place rep on a performance plan if we see necessary
If there are issues in communication coming from our US teams, escalation to management will be necessary
Monitor that the teams escalations are being acknowledged and actioned in a timely manner
If there are issues in communication coming from our US teams, escalation to management will be necessary
Partner with the Carrier and Client Success teams to anticipate and meet the evolving needs of our Carrier partners and Customer service levels
Be in communication on a daily basis with our carrier and client success managers to get feedback on any of their needs
Report feedback to carrier managers and client success managers on any tough carriers or customers to get in contact with or any issues we may be having with either department
Maintain a high level of knowledge in systems and processes to help update Tracking SOP's and share with the team
Demonstrate ability to identify and resolve performance issues
Work with the HR generalist to identify performance issues against each direct report's evaluation criteria address both verbally and in writing with the direct report when performance issues arise
Required to evaluate performance within the first 90 days of each direct report's employment to determine if they are a right fit for the position