Operations Support Team Lead (2nd Shift)

Flagger Force Traffic Control Services; 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 will play a pivotal role in optimizing operations and ensuring superior service delivery. This position offers the opportunity to lead a dynamic team, manage client relationships, and contribute to process improvements in a supportive environment. With a focus on employee development and community engagement, you will thrive in a culture that values innovation and teamwork. If you are passionate about making a difference and leading by example, 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

Employee appreciation events

Qualifications

• 2+ years experience in a team lead role.
• Advanced knowledge in common office programs and applications.

Responsibilities

• Ensure operational objectives are met efficiently.
• Assist with root cause analysis and operational improvements.

Skills

Leadership

Problem Solving

Business Process Improvement

Microsoft Office

Customer Service

Education

Associate Degree

Bachelor's Degree in Business Administration

Tools

Microsoft Office Suite

Job description

• Location 8158 Adams Drive,Hummelstown, PA, 17036,United States
• Job Category Operations, Customer Service
• Industry Traffic Control
• Employee Type Full Time
• Required Degree 2 Year Degree
• Manage Others Yes

Contact information

• Email [e-mail]

Description

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:

• 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.
• Assist with 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.
• Assist with front line specialist's challenges and effectively communicate to Supervisor with potential solutions/ideas.
• 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.
• Assist in the creation, maintenance, and continuous review of department SOPs.
• Ensure team's strict adherence to policies, procedures and safety protocols.
• Monitor 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 a ppr opriate (i.e. Employee Injury).
• Address client issues and escalated matters promptly and thoroughly.
• Assist with reporting reports on team performance and progress as assigned by supervisor.
• Conduct call evaluations
• Assist 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.
• Assist/Support the Operations Support Supervisor/Manager, when necessary, with research, projects, and operational tasks.
• Work cross-functionally with other teams and team members to address organizational and operational challenges
• 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
• Demonstrate the ability to handle all unique needs of markets across entire footprint
• 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.

What Flagger Force Offers:

• 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
• Giving back to the communities we serve through paid volunteer time off

Requirements

• 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.)
• 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.

Preferred Education & 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

Summary

Flagger Force is an industry leader in traffic control. Utilizing robust technology resources and expertise, we support the nation’s infrastructure, utilities, and other service industries throughout the eastern United States.

Flagger Force provides a supportive work environment centered on our organization's values, vision, and mission. The leadership team believes that our most important asset is our employees.

Flagger Force is an Equal Opportunity Employer. Flagger Force's policy is to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, military status, sexual orientation, genetic information, or any other protected status under applicable law.