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 standardsMonitor 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<...