1. The Supervisor of the Global Dispatch Center supervises primarily non-exempts employees in a single functional area.
2. Supervises a tactical team engaged in supporting the day-to-day operations of the Global Dispatch Center (GDC).
3. Applies intermediate subject matter knowledge to solve routine issues within established guidelines and by recommending appropriate variances.
4. Escalates issues to appropriate resources where known precedent has not been established.
5. Acts as a point of escalation for GDC agents.
6. Monitors the daily performance of GDC agents.
7. Identifies problem areas, and provide feedback to management.
8. Ensures customer satisfaction by informing management of issues jeopardizing satisfaction, and assists in the coordination of a resolution.
9. Provides coaching to new GDC agents on processes and tools of the job.
10. Works with management to assist in the design and implementation of new procedures to resolve operational problems.
11. Assists operations team in database methods and processes.
Qualifications
Qualification
1. A high school education, secondary school or equivalent with appropriate reading, writing, arithmetic skills and basic personal computer knowledge e.g. MS Office and Windows.
2. Two to five years minimum of customer service environment skills preferred.
3. Able to speak English fluently.
