Job Summary

• HMO on Day 1
• Receive promising perks and rewards
• Experience travel opportunities
• Get recognized for what you do
• Achieve work-life balance
• Improve exponentially with enhanced learning

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

• 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