The Senior BPO Coordinator performs high level operational execution resource, performing the most advanced operations tasks that enable Global Forwarding BPO meet the needs of CHR Offices. They have a sharp focus on data integrity, data quality, and process efficiency and may perform work in support of a specific customer, vertical segment or within a centralized operations center. The Senior BPO Coordinator helps with workflow management and delegation of tasks.
DUTIES AND RESPONSIBILITIES
The duties and responsibilities of this position consists of, but are not limited to, the following:
Serve as first line of support for both Associate and BPO Coordinators.
Assist the team in resolving the complex and exceptions
Understand process workflows, process maps and preferences and apply this knowledge to create efficient, cost-effective solutions in the process
Validate and ensure accuracy of operational tasks
Respond to clients’ queries and provide updates related to exception management timely
Ensure the daily deliverables are met
Communicate clearly, timely and effectively with CHR offices
Build good relationship with CHR offices by responding timely and following up on issue resolution
Act as Key Account Contact to CHR Offices
Work effectively in a team environment and collaborate cross-functionally, building relationships with account management
Contributing process standardization and optimization ideas to team management to improve the process efficiency
Make recommendations to improve process standardization to recognize efficiencies and improve net revenue
Identify & support efficiency improvements
Coach and support Juniors in process complexities to help improve productivity
Identify the complex areas to discuss with Principal BPO coordinator to identify solutions and/or control measures to avoid escalation
Other duties or responsibilities as assigned according to the team and/or country specific requirements
QUALIFICATIONS
Required:
Bachelor's degree from an accredited college or university
Minimum 4 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:
Proficient in Microsoft Office Suite of programs
Effective and flexible communication skills and time management skills
Relevant work experience in the Freight forwarding domain
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.
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