Weekend Specialist

The Weekend Specialist (WS) is responsible for the day-to-day performance of the operations team, as well as for ensuring that all the goals, issues and concerns are addressed. This is accomplished through daily communication, training, and a solid working relationship with all operations personnel. This includes identifying potential issues, direct follow up on issues by gathering and providing all relevant background information, reporting on how the issue was handled, and recommendation of any necessary follow-up action. Good communication and a professional attitude are basic requirements, along with good perception skills and the ability to anticipate situations before they become inflated.

Leadership:

• Operations personnel look to the WS for vision, direction, and support in day-to-day activities. It is a critical part of the role to ensure that all employees’ needs are met in this regard.
• The WS takes initiative and is accountable for the execution and results of all regions in Operations. A crucial part of this role is providing training/support to the weekend team.
• This includes:
• Conducting weekly meetings to prepare for the weekend and summary of weekend performance
• Cross and continued training of Operations personnel

Driver Relations:

• The WS is expected to be a leader in working with Bison USA drivers. This includes understanding and utilizing driver retention and development strategies in cooperation with other customer service or dispatch staff. Bison USA highly values our drivers, and the relationship between operations and driver satisfaction is a critical part of managing our drivers.
• This includes:
• Support fleet teams to achieve our goals of efficiency, cost control, LOS and driver retention.
• Building on existing relationships within the company, the WS will work to manage issues as they arise, answer inquiries, and take the lead in elevating our Driver’s experience.
• Act as an escalation for situations which may threaten our drivers’ satisfaction, utilization or our LOS performance including urgency around driver breakdowns & delays at customer facilities, providing direction and support to weekend team surrounding replans and recoveries, elevated communication between our operation and internal/external customers.

Fleet Support & Operations

• The WS is responsible for staying connected and engaged in transactional support for the Fleet team, ensuring we are aware and acting on the needs of the department.
• This includes:
• Distributing daily transactional responsibility per fleet/terminal including: planning worksheets (stales), driver chat, totalmail, CXone, incoming email or fleet email folders when applicable
• Monitoring transactional volume across the US fleets and adjusting support and coverage as needed
• Phone queue participation including assigning and adjusting CXone, monitoring availability
• Driver coaching, customer communication as needed
• Collaborating with other team leaders to ensure coverage and support are distributed equally and our business needs are prioritized.

Customer Relations:

• The WS needs to have an excellent understanding of clients, their stage of development, their operational requirements, and expectations. The WS will work closely with Sales, Logistics and Customer Service to ensure that our external customers service needs are being met and will be a point of escalation when service improvements are required.

Accountability:

• The WS must be able to proactively identify situations and constructively react to those that cannot be foreseen. The WS will be responsible for holding the weekend team accountable to timely, efficient transactions along with auditing for quality of work performed. To include:
• Frequent review of planning worksheets to action uncovered/late loads and stale moves
• Frequent review of totalmail/driver chat inboxes
• Review of the Advance Warning Viewer repeatedly throughout shift and calling to action any loads that need to be addressed
• Analyzing KPI reporting including: processed totalmails, CXone performance, processed driver chats and adequate driver chat reply times, respective LRW reviews, log in & out times and transactional data as needed
• Timely follow up and coaching on any processes not adhered to, and for furthering staff development

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person