Job Summary: 

• Training and supervision of Resource Allocation Specialists to ensure quality work focused on customer service.
• Manage employee schedules, PTO, and time reporting.
• Monitor the ACD phone system to ensure optimum availability.
• Monitor and mitigate scheduling queue exceptions.
• Develop and administer processes and procedures to expedite scheduling and optimize tech utilization.
• Monitor team performance to ensure maintenance SLA compliance.
• Respond to internal and external customer escalations and validate/manage customer entitlement issues.
• Ensure adherence to departmental and company SLAs.
• Assist in identifying and onboarding technical partners and development of field resource pools
• Work with project management and implementation management to achieve on-time and on-budget project completion

Skills on Resume:

• Resource Allocation (Hard Skills)
• Schedule Management (Hard Skills)
• ACD Phone System Monitoring (Hard Skills)
• Performance Monitoring (Hard Skills)
• Customer Service (Soft Skills)
• SLA Compliance (Hard Skills)
• Conflict Resolution (Soft Skills)
• Onboarding and Training (Soft Skills) 

Job Summary: 

• Oversee operations in the Office and Dispatching in assigned terminal
• Collaborates with direct reports to ensure delivery of routes and modification of routes
• Provides excellent customer service and team leadership, planning, developing policies, delegation
• Supervises the driver workforce in a safe, efficient, and effective manner
• Ensure full compliance with all DOT regulations including Hours of Service for all drivers
• Maintain and promote a safe working environment where Driver Processes and Procedures are being followed
• Interface with Federal, State, and Local agencies in a professional and effective manner
• Respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community
• Communicate effectively (verbal and written) with all levels of the organization, governmental officials, and outside agencies
• Assist in efforts to identify environmental risks and recommend appropriate actions to improve environmental performance
• Participate in continuous improvement of the Environmental Management System
• Manage multiple work projects, programs, and issues concurrently

Skills on Resume:

• Operations Management (Hard Skills)
• Route Planning (Hard Skills)
• Customer Service (Soft Skills)
• Team Leadership (Soft Skills)
• DOT Compliance (Hard Skills)
• Safety Management (Hard Skills)
• Regulatory Communication (Soft Skills)
• Environmental Risk Management (Hard Skills) 

Job Summary: 

• Develop deep proficiency in data and reporting for business and be able to teach that understanding
• Understand the results and drivers of KPIs
• Keep yourself and your team focused on KPI achievement
• Set structure for and provide clear and regular communication for KPI expectations and achievement
• Identify and reward top performers
• Guide team to develop ground rules and an action plan to achieve company and client KPIs and OKRs
• Build processes and policies for the team that support the achievement of departmental and organizational goals
• Identify and develop the core characteristics of successful supervisors for the team
• Mentor, coach, and guide supervisors to successful performance
• Empower the leadership team to take an active role in shaping the department and business
• Set an example by placing coaching at the heart of all the company do

Skills on Resume:

• Data Analysis (Hard Skills)
• KPI Management (Hard Skills)
• Communication (Soft Skills)
• Performance Recognition (Soft Skills)
• Process Development (Hard Skills)
• Coaching (Soft Skills)
• Leadership Development (Soft Skills)
• Mentorship (Soft Skills) 

Job Summary:  

• Provide backup support across all functions within the team to ensure continuity
• Regularly share best practices and learning opportunities with peers across regions
• Develop hiring skills and strategies to hire top-quality talent to drive the success of the team
• Develop clear goals for the team each year that support company goals and objectives
• Partner with HR to develop and execute a succession plan to ensure the leadership stability and growth of the team
• Develop a coaching strategy for the team to achieve or exceed goals and objectives
• Regularly review team performance
• Help staff focus on what is within their control to achieve success
• Take responsibility for celebrating success
• Quickly address performance issues in a constructive manner
• Create positive accountability and follow-up to achieve goals

Skills on Resume:

• Backup Support (Soft Skills)
• Best Practices Sharing (Soft Skills)
• Hiring Strategy (Hard Skills)
• Goal Setting (Hard Skills)
• Succession Planning (Hard Skills)
• Coaching Strategy (Soft Skills)
• Performance Review (Hard Skills)
• Performance Management (Soft Skills) 

Job Summary: 

• Handle all customer complaints and requests
• Manage technician's schedules and hours
• Look for ways to improve the current processes
• Settle customer inquiries and complaints
• Set follow-up appointments to keep customers aware of the latest developments
• Ensure technicians will be able to access locations for their work
• Assist with troubleshooting and resolving mechanical issues.
• Coach and develop staff and provide proper training.
• Cultivate a TEAM work environment and meet all financial and performance-based metrics
• Communicate effectively with TEAM members and upper management

Skills on Resume:

• Customer Service (Soft Skills)
• Schedule Management (Hard Skills)
• Process Improvement (Hard Skills)
• Conflict Resolution (Soft Skills)
• Appointment Management (Hard Skills)
• Troubleshooting (Hard Skills)
• Staff Development (Soft Skills)
• Team Collaboration (Soft Skills) 

Job Summary: 

• Take responsibility for minimizing schedule changes
• Responsible for identifying team staffing requirements, submitting hiring requisitions, and interviewing and selection of new personnel
• Develop team personnel by setting individual goals and coaching
• Take responsibility for updating system ticket instructions.
• Provide management with regular status reports on project scheduling.
• Take responsibility for the representation of the team in meetings/demos.
• Backup dispatching and project scheduling during periods requiring additional coverage or for absences.
• Manage electronic delivery dispatch system and fleet vehicle maintenance
• Ensure drivers are dispatched in a consistent, timely, and efficient manner
• Responsible for process improvement, ASE development within the team, and documenting/tracking system enhancements/fixes to improve the efficiency of scheduling.

Skills on Resume:

• Schedule Management (Hard Skills)
• Staffing and Recruitment (Hard Skills)
• Goal Setting and Coaching (Soft Skills)
• System Documentation (Hard Skills)
• Project Reporting (Hard Skills)
• Dispatching (Hard Skills)
• Fleet Management (Hard Skills)
• Process Improvement (Hard Skills) 

Job Summary: 

• Evaluate team members for and provide and path for for growth and leadership
• Maintain open and honest channels of communication at all levels
• Provide regular, specific written and verbal feedback on the progress of team members
• Make the work environment supportive and enjoyable
• Drive a culture that is focused on performance, and support leaders in rewarding successes and addressing gaps
• Identify needs and gaps in teamwork processes, and address them proactively
• Develop more efficient and repeatable ways of executing the work
• Collaborate with cross-functional teams to describe, request, and aid in developing the needed tools and reporting for the success of the business
• Plan for adequate staffing and productivity levels, staff training, and adherence to compliance to meet contractual requirements
• Understand the business and communicate any needs to Managers, Directors, or VPs

Skills on Resume:

• Team Development (Soft Skills)
• Communication (Soft Skills)
• Feedback Delivery (Soft Skills)
• Team Motivation (Soft Skills)
• Performance Management (Soft Skills)
• Process Improvement (Hard Skills)
• Cross-functional Collaboration (Soft Skills)
• Staffing and Compliance Management (Hard Skills) 

Job Summary: 

• Coordinate within departments to identify routing opportunities
• Maintain DOT and maintenance records
• Update OTD information via the EDI system
• Contact drivers to update ship points of any potential delays
• Take responsibility for improving driver morale
• Create collaborative and empathetic working relationships with a broad network of stakeholders
• Be honest and build trust with the team, partners, and leaders
• Schedule, hire, and train delivery drivers and internal dispatchers
• Ensure policies and procedures are maintained, updated, and communicated to the team
• Liaise with internal departments and external individuals, from suppliers through to customers.

Skills on Resume:

• Routing Coordination (Hard Skills)
• DOT Compliance (Hard Skills)
• EDI System Management (Hard Skills)
• Driver Communication (Soft Skills)
• Team Motivation (Soft Skills)
• Relationship Building (Soft Skills)
• Staff Training and Hiring (Hard Skills)
• Policy Management (Hard Skills) 

Job Summary: 

• Lead team involvement on service delivery issues like retains, cross-drops, spills, runouts, or misspells to ensure a resolution is reached timely
• Serve as the escalation point for operational issues affecting key customers
• Escalate complex issues appropriately and provide proposed solutions to departments equipped to solve such problems
• Proactively prepare strategies and enterprise collaboration to encourage customer retention
• Provide detailed end-of-day reporting to Sr. Managers, Customer Ops
• Direct resources necessary to lead and manage special customer projects involving complex processes and data requirements
• Serve as the point of escalation for internal and external customers and vendors
• Coordinate with customer team to address complex onboarding requirements
• Review monthly operational metrics and take corrective action if necessary
• Regularly collaborate and support team members, customers, and other MOC teams to assist in the development/implementation of strategies that support MOC customers
• Coordinate with various departments to ensure high-level operational issues are resolved completely and on time

Skills on Resume:

• Service Delivery Management (Hard Skills)
• Escalation Management (Soft Skills)
• Problem Solving (Soft Skills)
• Customer Retention Strategies (Hard Skills)
• Reporting (Hard Skills)
• Project Management (Hard Skills)
• Cross-Department Collaboration (Soft Skills)
• Operational Metrics Analysis (Hard Skills)