Job Description

ESSENTIAL JOB FUNCTIONS


  • Maintain internal performance and quality standards set by management.

  • Ensure that the processes, metrics and visibility are meeting expectations.

  • Responsible for creating, maintaining and analyzing data related to client metrics, service and visibility.

  • Analyze client key performance indicators gaps, data quality, and visibility to improve performance, escalating to the Training & Performance Manager when necessary.

  • Assess support interactions based on established performance and quality standards

  • Monitor trends and provide recommendations for the design and facilitation of forwarding and operations training courses and associated performance and quality standards.

  • Deploy as part of a field team as needed for site visits. 

  • Supervise frontline Training & Performance staff as assigned.

  • Other duties as assigned.

    • PHYSICAL REQUIREMENTS<...

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