Rates and Maintenance

2 weeks ago


Paranaque City, Calabarzon, Philippines OutChain Solutions Full time

The Team Leader is responsible for ensuring the highest quality of service for control tower processes, must ensure correct, timely and independent handling of incidents (complaints) related to his/her process scope.

He/ she should support the management in meeting the KPIs and all client requirements. The Team Lead is also responsible for ensuring that processes are standard and compliant to standard operating rhythm.

The Team Lead is responsible in his/her staff development which can be achieved thru coaching and mentoring. Conduct regular meetings with the team to discuss performance and resolution of issues. Regular performance review meetings with the customers are also expected.

Operational and Team Management:

1. Process and update workload allocation and ensure all request tickets by TLM's are actioned based on priority and within allowed KPI.

2. Follow the SOP with the steps on how the process and update carrier's rate sheet and upload into GPM system, checking and applying special instruction to specific customers.

3. Report irregularities as per SOP.

4. Send email communication to responsible Trade Lane manager for any irregularities and clarifications. Perform proper escalation when necessary.

5. Ticket maintenance in Cherwell, notify rate owner once upload activities completed by changing ticket status to "Resolved.

6. Active participation with process improvements ideas during daily stand-up meetings

7. Individual Performance to meet/exceed expectations as defined in the SLA

8. Consolidate and provide a summary of all operations inputs for specified report

9. Perform data quality check and root caused analysis, for any incident reported to ISSC. 10. Adapt to MNL ISSC culture and perform in line with the Values/behaviors defined

11. Responsible for the delivery of set personal targets, i.e. productivity, performance and quality.

12. Responsible for the delivery of set additional personal targets, i.e. attendance and behavioral.

13. To own personal development in line with DSV's performance review process

14. Compliance with internal regulations, procedures, law and managers orders, including labor regulations, regulations on remuneration and other internal regulations in the company, including company's intellectual property protection.

15. Performs other duties as required.

Job Type: Full-time

Schedule:

  • Rotational shift

Application Question(s):

  • Are you willing to work on a shifting schedule?

Ability to Commute:

  • Parañaque (Required)

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