Operations supervisor GF

DUTIES AND RESPONSIBILITIES

The duties and responsibilities of this position consists of, but are not limited to, the following:

Leadership and Talent Management:

• Outline and communicate employee role accountabilities and expectations and prioritize and delegate work. Monitor results and provide regular coaching to ensure productivity, quality, efficiency, and service objectives are achieved
• Conduct regular check-ins and annual performance management routines. Support the team’s personal and professional development; understand individual needs and create opportunities for experiences that support development needs
• Clearly communicate operations objectives and team/individual performance metrics. Ensure daily/weekly standups are executed. Keep employees well-informed of operational activities, initiatives and results and the impact internal and external partners and C.H. Robinson
• Work with next-level manager and work force analysts to define staffing levels and work schedules. Monitor work hours to manage personnel and overtime costs
• Work closely with next-level leader to drive effective change management and employee adoption of new tools, technology, processes and/or expectations
• Participate in the recruitment, selection, promotion, and alignment of qualified and diverse talent
• Support the annual merit and equity programs for assigned team to align compensation with performance results
• Encourage employee feedback through formal and informal channels.  Work with next level manager to acknowledge and act on feedback to drive a trusting culture of open two-way communication, inclusivity, and continuous improvement

Business and Execution Management/Operations Leadership:

• Optimize daily workflow to achieve quality and efficiency goals. Continuously monitor work and assess operational processes to identify opportunities for improvement
• Act as an escalation point for exceptions and problem resolution
• Communicate and ensure employee understanding of and compliance to policies, procedures, and SOP’s (internal operational and customer)
• Ensure team’s understanding of available tools and systems to improve work processes and automation. Work with next-level leaders, operations leaders, and internal stakeholders to ensure effectiveness and/or efficiency of systems. Present suggestions for improvements to drive better performance
• Build and maintain effective relationships with internal stakeholders.  As necessary, review service level metrics and keep internal partners apprised of operations results, initiatives, or changes.  Remain current on business needs and changes and external partner expectations.  Partner on problem resolution and work together on continuous improvement.  Ensure operations team members are well-informed of business expectations and well-positioned to deliver
• Build, maintain and leverage internal relationships with operations peers that reinforces a culture of one team and enables the execution of high-quality service, ethical issue resolution, and process or service improvements.  Share observations, feedback, and ideas to operations leadership
• Perform operational task work and/or fill in for peer group when needed
• Adhere to a high level of operational excellence with respect to timeliness and audit KPI's
• Prepare operational performance reports to provide insights to employees and next level leadership related to production, expense and quality of service.  Take action to improve results where needed
• Other duties or responsibilities as assigned according to the team and/or country specific requirements

QUALIFICATIONS

Required:

• High School Diploma or GED
• Site Specific:  Bachelor's degree from an accredited college or university
• Site Specific:  Minimum 3 years of commercial, capacity, or operations experience
• Site Specific:  Minimum 3 years Global Forwarding operations experience
• Site Specific:  External Posting Only:
  • Minimum 3 years of customer service in a call center or operations environment
  • Minimum 1 year of leading and managing teams
• Site Specific:  Fluent in Spanish and English (written and verbal)

Preferred:

• Bachelor’s degree from an accredited college or university
• Previous Supervisor experience
• Previous customer service experience
• Site Specific:  Previous experience in a C.H. Robison Lead Operations Coordinator or Operations Mentor role
• Knowledge of C.H. Robinson’s services
• Previous experience working on projects and initiatives with individuals outside of peer group
• Proficient in Microsoft Office Suite of programs
• Ability to build, manage and foster a team-oriented environment
• Ability to foster a collaborative and adaptive teamwork and communication style
• Strong written and verbal communication skills with the ability to effectively communicate to both internal and external audiences
• Ability to understand performance and financial metrics
• Demonstrate strong decision-making skills, problem solving and conflict resolution skills, and ability to prioritize tasks between daily responsibilities
• Embraces change and employs a continuous improvement approach to their work
• Values a diverse and inclusive work environment

Disclaimer:

• This job description is intended to generally describe the nature and level of work to be performed by employees in this position.  It is not intended to be construed as an exhaustive list of all responsibilities and skills required of employees performing this role.