The duties and responsibilities of this position consists of, but are not limited to, the following:
• Apply industry knowledge and critical thinking to adapt processes/create solutions in response to challenges both internally and externally
• Manage processes and mentor others on how to meet all customer and process requirements
• Contribute to wider decision making including the development of practices, processes, and procedures
• Develop departmental plans including business, production and or organizational priorities
• Ensure optimal level of customer services and collaborate with stakeholders for all requests / requirements
• Provide leadership to staff and subject matter experts
• Monitor & evaluate the performance of the team
• Prepare teams performance reports by collecting and analyzing productivity data
• Set up monthly / yearly KPIs for the team and review periodically
• Evaluate individual performances periodically and review with management for team effectiveness
• Develop reporting and analytical skills to contribute for team progress and development.
• Provide and maintain a high level of customer service with CHR offices
• Develop & coach team members and assist with new employee onboarding, Induction, Training.
• Participate in new business implementation meetings as a subject matter expert
• Review and ensure SOPs, process workflows and process maps are updated.
• Work effectively in a team environment and collaborate cross functionally, building relationships with account management by proposing process improvement and / or consultative leads
• Responsible for optimizing the processes by coordinating with CHR technology Team for possible automations to improve the efficiency of the team
• Assist other management team members in identifying trends and establishing GF BPO goals.
• Identify & support efficiency improvements
• Lead internal and external team calls
• Lead continuous efforts to improve team efficiencies by implementing the technology solutions
• Create various reports to measure team's productivity, efficiency, escalations, exceptions for improvement
• Participates in onboarding and new hire process, selection, induction, and training as per according to the company standards
• Responsible for conducting yearly performance reviews of the team and report on metrics
• Develop departmental plans including business, production, Team Capacity and or organizational priorities
• Contributes to wider decision making including the development of practices, processes, and procedures
• Other duties or responsibilities as assigned according to the team and/or country specific requirements

QUALIFICATIONS

Required:
• Minimum Graduate
• Minimum 8 years relevant trade experience
• Ability to work a flexible schedule, some evening and/or weekend work may be required for select roles
• Site Specific: Fluent in Spanish and English (written and verbal)

Preferred:
• Bachelor's degree from an accredited college or university
• Advanced proficiency in Microsoft Office Suite of programs
• Effective and flexible communication skills
• Strong prioritization and time management skills
• Extensive Industry and process knowledge
• Proactive, ambitious, and hardworking
• Critical thinking, analytical, and problem-solving skills
• Strong Leadership skills, including a presence within the team, ability to direct work, training and coaching skills, and ability to make timely decisions
• Previous experience with process improvement and maximizing efficiency and customer satisfaction
• Values a diverse and inclusive work environment

Your Health, Wealth, and Self

Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide the top-tier benefits that matter to you most, including:
• Group Mediclaim Policy (GMC)
• Group Personal Accident (GPA) policy
• Covid-19 related coverage and reimbursement
• Employee State Insurance Corporation (ESIC)
• Group Term Life (GTL) Insurance Plan for employees
• Employee Stock Purchase Plan (ESPP)
• Investment Declaration & Flexi Benefit Plan
• Variable Pay based on position
• Flexible work arrangements
• Paid Privilege, Casual and Sick Leaves
• Paid Maternity & Paternity Leaves
• Paid Compassionate Leaves
• Paid Public Holidays
• Paid time off to vote
• Reward & Recognition Program
• Wedding Allowance
• Special Mobility Assistance
• Employee Wellness Initiatives
• Plus a broad range of career development, networking, and team-building opportunities

Equal Opportunity Statement

C.H. Robinson recognizes the value of equal employment opportunity and is committed to promoting fairness, equity and diversity in the workplace. As an equal opportunity employer, we may invite you to complete the voluntary self-identification. Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment, Any information provided will be kept confidential, and separate from your employment application. This information may be used for diversity reporting purposes in accordance with applicable local law.

Why Do You Belong at C.H. Robinson?

Standing out among the world's largest logistics platforms, C.H. Robinson solves logistics problems for companies across the globe and across industries, from the simple to the most complex. For 100+ years, our global suite of services has innovated trade to seamlessly deliver the products and goods that drive the world's economy. With 20 million shipments annually for 100,000 customers, and millions of dollars contributed to support causes that matter to us, our people and technology literally move the world.

As a FORTUNE 200 company, FORTUNE has also named C.H. Robinson one of the World's Most Admired Companies 2024. Headquartered in Eden Prairie, Minnesota, we are proud to be recognized as one of LinkedIn's Top Companies in Minneapolis-St. Paul 2021. And we're not stopping there... Join us as we collaborate, innovate, and work as one global team to make life better and more sustainable for our customers, communities, and world