Operations Support Team Lead (2nd Shift)

TCS OPERATIONS SERVICES INC in; Hummelstown (Dauphin County); On-site; USD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as an Operations Support Team Lead, where you'll play a pivotal role in ensuring operational excellence. This position offers the opportunity to lead a dedicated team, streamline processes, and enhance client satisfaction. With a focus on efficiency and precision, you will tackle challenges head-on while fostering a collaborative environment. Enjoy a comprehensive benefits package, including medical insurance, a 401k with company match, and professional development opportunities. If you're passionate about operational success and team leadership, this role is perfect for you!

Benefits

Medical, vision, and dental insurance

401k with company match

Generous paid time off

On-site fitness facility

Paid holidays

Health savings account

Company-paid benefits

Employee assistance program

Tuition and education assistance

Paid volunteer time off

Qualifications

• Strong understanding of operational processes and client impact management.
• Experience in team leadership and customer service excellence.

Responsibilities

• Ensure operational objectives are achieved by balancing resources effectively.
• Assist in managing daily operations and support team members.

Skills

Operational Management

Customer Service

Dispatching Knowledge

Root Cause Analysis

Team Leadership

Education

High School Diploma

Bachelor's Degree

Job description

Operations Support Team Lead (2nd Shift) (Transportation)

Flagger Force, an industry leader in traffic control, is currently hiring an Operations Support Team Lead. This position will be based in our operations services center, part of our interactive corporate campus in Hummelstown, PA.

The Operations Support Team Lead is primarily responsible for ensuring operational objectives are successfully achieved by balancing resources to meet client demands in a timely and efficient manner while acting in accordance with company values, vision, and mission.

Schedule:

Monday - Friday
11:00am - 8:00pm

Primary Responsibilities:

1. Perform all Operations Support Specialist tasks and responsibilities with efficiency and precision.
2. Possess a thorough knowledge of all dispatching options/operational levers to ensure a maximum order fill rate.
3. Demonstrate a strong understanding of the client impact process and use information from previous client impacts to develop best practices to minimize future impacts.
4. Assist with root cause analysis to identify issues, process gaps, and operational inefficiencies.
5. Assist Operations Support Supervisor in managing daily operations.
6. Assign tasks and communicate clear instructions to team members.
7. Support frontline specialists' challenges and communicate potential solutions to the Supervisor.
8. Provide excellent customer service to field employees and clients.
9. Identify key information for handoffs to oncoming shifts to ensure effective communication across teams.
10. Assist in creating, maintaining, and reviewing department SOPs.
11. Ensure team adherence to policies, procedures, and safety protocols.
12. Monitor the accuracy of information shared by specialists.
13. Make decisions that serve as a model for team members.
14. Ensure Incident Reports are completed with necessary details, correctly categorized, and safety notifications are made when appropriate.
15. Address client issues and escalated matters promptly.
16. Assist with reporting team performance and progress.
17. Conduct call evaluations.
18. Support professional development and goal setting for client service specialists.
19. Meet regularly with the Operations Support Supervisor/Manager for review and planning.
20. Support research, projects, and operational tasks as needed.
21. Collaborate with other teams to address organizational challenges.
22. Communicate effectively with other departments to support corporate objectives.
23. Support daily functions of Operations Support Specialists with a subject matter expert mindset.
24. Serve as the first escalation point for field and client communication.
25. Handle the unique needs of markets across the entire footprint.
26. Act as the "go-to" or SME when interacting with the field, clients, and other departments.
27. Oversee training and onboarding of new hires to ensure role understanding.

What Flagger Force Offers:

• Medical, vision, and dental insurance
• 401k with 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
• Paid volunteer time off to give back to communities
• Professional development opportunities