Responsibilities

　　Coach, mentor and guide team members to deliver consistent services at the defined SLAs/KPIs and drive operational efficiency & effecitivness and continuous improvement for the managed account.Ensure a consistent and high level of customer service and operational excellence that will ensure all monitored events are resolved efficiently and in full compliance with relevant legal, company and process requirementsAccountable for data uploading, downloading & consolidation throughout their shiftAccountable for OHS & NWOW survey results for his team and account.Responsible for software testing and bugs & downtime reporting for 7 different platforms and accountable for the communications with vendors regarding enhancements, operations and downtimeAccountable for the implementation phases of ramp up & expansion plans in managed BU.Responsible for creating & updating all DTPs & PMs on SNOWAccountable for shift workload distribution based on the data inflow.Assist and provide evedince in incidents investigation related to inscope vehiclesTrain new agents on Fleet Control Tower systems and scope inaddition to coaching low performance agents

　　Qualifications

　　0-1 years of experience in complex operations or shared services environementTeam management experienceAbility to work on different ticketing systems and apps.SQL, Power BI & Query knowledge is a plusMulti-tasking skills and ability to manage time effectivelyCommitment and compliance to high safety standardsService management and ticket management system experienceTechnical / Functional Skills & Knowledge of monitoring tools and Interface