Operations Support Team Lead (Monday- Friday 11am-8pm)

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.
• Aid in 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.
• Aid in resolving front-line specialist challenges and effectively communicate potential solutions/ideas to Supervisor.
• 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.
• Aid in the creation, maintenance, and continuous review of department SOPs.
• Ensure team's strict adherence to policies, procedures and safety protocols.
• Maintain 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.
• Aid in reporting team performance and progress as assigned by supervisor.
• Conduct call evaluations.
• Aid 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.
• Aid/Support the Operations Support Supervisor/Manager, when necessary, with research, projects, and operational tasks.
• 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.
• 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.

Qualifications

• Advanced knowledge in common office programs and applications.
• Leadership and Supervision.
• Business Process Improvement.
• Problem Solving.
• Demonstrate a sense of urgency, accountability, and quick decision making in a fast-paced environment.
• Steel toed boots or the ability to obtain prior to employment.
• Associate degree, bachelor's degree in business administration or related field preferred.
• Two (2)+ years’ experience in a team lead role.
• One (1)+ years' experience with Microsoft Office products (Word, Excel, PowerPoint, Teams, etc.).
• Preferred Experience: One (1)+ year working knowledge of the PreCon process, work zone set-ups and Flagger Force policies and procedures.
• Associate's degree or higher.

Benefits

• 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.
• Professional development opportunities.
• Flagger Force is an Equal Opportunity Employer.