Operations Support Team Lead (2nd Shift) (Transportation)
Flagger Force, an industry leader in traffic control, is currently hiring an Operations Support Team Lead. This position will be based in our operations services center, part of our interactive corporate campus in Hummelstown, PA.
The Operations Support Team Lead is primarily responsible for ensuring operational objectives are successfully achieved by balancing resources to meet client demands in a timely and efficient manner while acting in accordance with company values, vision and mission.
Schedule:
Monday - Friday
11:00am - 8:00pm
Primary Responsibilities:
Perform all Operations Support Specialist tasks and responsibilities with efficiency and precision.
Possess a thorough knowledge of all dispatching options/operational levers to ensure a maximum order fill rate.
Demonstrate a strong understanding of the client impact process; and use information from previous client impacts to develop an understanding of best practices, to minimize future client impacts.
Assist with root cause analysis to identify issues, gaps in processes, and operational inefficiencies
Assist Operations Support Supervisor in managing the day-to-day operations.
Assign tasks and communicate clear instructions to team members.
Assist with front line specialist's challenges and effectively communicate to Supervisor with potential solutions/ideas.
Provide superior customer service to field employees and clients
Identify pertinent information to accompany hand offs to oncoming shifts to ensure most complete information is being communicated across all teams.
Assist in the creation, maintenance, and continuous review of department SOPs.
Ensure team's strict adherence to policies, procedures and safety protocols.
Monitor the accuracy and effectiveness of information captured and shared by specialists.
Demonstrate decision making which should be emulated by team members.
Work to ensure that Operations Support Specialists complete all Incident Reports with the necessary detail, that all reports are categorized correctly for proper routing and follow up, and that Safety is notified when appropriate (i.e. Employee Injury).
Address client issues and escalated matters promptly and thoroughly.
Assist with reporting reports on team performance and progress as assigned by supervisor.
Conduct call evaluations
Assist in client service specialist professional development and goal setting.
Meet monthly with Operations Support Supervisor/Manager to review and plan personal development and organizational progress.
Assist/Support the Operations Support Supervisor/Manager, when necessary, with research, projects, and operational tasks.
Work cross-functionally with other teams and team members to address organizational and operational challenges
Communicate with other functional areas or departments to ensure appropriate teams are included in decisions, communications, and processes to support overall corporate objectives
Support Operations Support Specialists in all daily work functions and with a subject matter expert mindset.
First line of escalation for field and client communication
Demonstrate the ability to handle all unique needs of markets across entire footprint
Viewed as the "go to" and/or SME when interacting with the Field, clients, and other departments.
Responsible for overseeing training and onboarding of new hires presented by OS Team Lead to ensure understanding of the role.
What Flagger Force Offers:
Medical, vision and dental insurance
401k w/company match
Generous paid time off
On-site fitness facility
Paid holidays
Health savings account
Company paid benefits (long term disability and basic life/AD&D)
Employee assistance program
Tuition and education assistance
Employee appreciation events
Giving back to the communities we serve through paid volunteer time off
Professional development opportunities
