Job Description
Title: Specialist CRT & Programs
Location: GSC BOG
Key Responsibilities
- 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.
- Revise and update toolkit accordingly.
- Manage the Error Lo...