Resolutions Supervisor

Description

Main Purpose of the Role:

The Resolution Supervisor is responsible for overseeing the daily operations of the Resolution Specialists by ensuring that all tasks are completed efficiently and effectively. This role involves managing team performance, providing guidance and support, and ensuring that company policies and procedures are followed.

Major areas of Responsiblity:

Supervise and coordinate the productivity of resolution specialists team members to ensure cases are completed timely. Daily Processing of Discount Workflow. Completion of Case and Email Audits. Monitor performance and provide constructive feedback to team members. Assist in the training and development of new employees. Partnering with Sales for Customer Onboarding discussions. Providing feedback on Root Cause Analysis Report.

Main Tasks:

• Monitoring employee workload and assisting with the first point of escalation.
• Completion of Case Audits.
• Email Sampling Review from the group mailbox.
• Completion of regularly scheduled one on one’s with direct reports.
• Employee Report Tracking.
• Daily Completion and Review of Discount Workflow.
• Daily update sent on the Aging Case Report.
• Assisting in the onboarding and training of new employees, as well as ongoing development for existing team members.
• Participating in planning and strategy meetings to align team goals with company objectives.
• Review the Root Cause Analysis Report and Provide Feedback for Management Action Items.
• Completion of Sales and Re-Onboarding Calls.

Requirements

• High school diploma or equivalent; additional education or certification in management is a plus.
• Minimum of three years in shipping or maritime related experience.
• Strong leadership and organizational skills.
• Excellent communication and interpersonal abilities.
• Ability to handle multiple tasks and work under pressure.
• Understanding of current shipping regulations is preferred.