Service Operations Team Lead

hace 3 semanas


Guadalajara, México Arrive Logistics A tiempo completo

**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 day-to-day 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
- Continued-ed 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, in-person 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

**Qualifications**
- Must be able to have a start date of 01/01/2023
- Must be willing to live in Guadalajara full-time
- Must have experience in driver services training and development
- Must be bilingual in Spanish and English

**Your Arrive Experience**
Our award-winning company culture is designed with you in mind. We are committed to supporting your personal and professional growth and making Arrive a place we all love to work.


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