Act as main TL Back up on GSConnect for the Shipment Management Service Line, supporting KPI & APT Analysis and the re-assignment of cases for the agents.
Analyze work distribution and assign tasks based on roles and time logger.
Provide visibility of internal team capacity and keep records of utilization.
Implement new accounts.
Create closer communication with the BP.
Provide visibility of updates, changes, news, improvements, etc. to the BP and team leader timely.
Lead training for new team members and ensure they achieve the required competencies.
Manage the team KPIs and present results every month.
Assure the quality of processes and deliverables.
Coordinate and propose continuous improvement initiatives within the team.