What are the responsibilities and job description for the Operations Support Manager- Night Dispatch position at Integrity Express Logistics?
As an Operations Support Manager- Night Dispatch, you will oversee the after-hours operations of the brokerage, ensuring seamless customer account servicing and carrier support. This role requires you to process broker requests, provide carrier assistance, and maintain clear communication with all relevant parties involved with each load. Acting as a liaison between the sales team and our carrier partners, you will ensure the smooth transport of goods for our customers. After-hours brokerage support is essential to IEL’s success, and this role plays a critical, time-sensitive part in delivering excellent service to both internal and external stakeholders.
You will lead the Mexico After-Hours Support Team, providing operational support across various teams and departments. This position is a key member of the Operations Team and reports directly to the Sr. Operations Manager.
Key Responsibilities
US Based Employees - At IEL, we are committed to providing equal employment opportunities for all persons, regardless of age, ancestry, color, religious creed (including religious dress or grooming practice), family and medical care leave status, disability (mental and physical) including HIV and AIDS, marital status, medical condition (including cancer and genetic characteristics), genetic information, military status, protected veteran status, status as a victim of domestic violence or stalking, familiar status, national origin, race, sex, pregnancy, childbirth, breastfeeding or related medical condition, gender identity or expression, sexual orientation and or any other category protected by law.
You will lead the Mexico After-Hours Support Team, providing operational support across various teams and departments. This position is a key member of the Operations Team and reports directly to the Sr. Operations Manager.
Key Responsibilities
- Ensure the SCG After-Hours Team effectively responds to international office needs and requests.
- Demonstrate a strong understanding of IEL and SCG systems and processes.
- Focus on talent retention and identify future leadership within the team.
- Collaborate with the Operations Manager to improve department efficiency and success.
- Manage reporting, coordinate meetings, and provide status updates to the Operations Manager.
- Lead cross-functional projects, from initiation to completion, supporting office operations.
- Partner with various departments to ensure smooth office activities, including staff onboarding and compliance processes.
- Cultivate positive communication and relationships with both internal and external customers.
- Identify opportunities for process improvements within after-hours support and implement actionable solutions.
- Demonstrate a deep understanding of broker accounts and customer service needs.
- Track departmental productivity and efficiency through key performance indicators (KPIs).
- Address issues proactively, communicating solutions to the Sr. Operations Manager.
- Design and implement training and onboarding for new hires and ongoing education for current team members.
- Perform other duties as required to support operations.
- High school diploma or GED.
- Availability to work after hours (2nd shift, 3rd shift, weekends).
- Proficiency in Microsoft Office.
- Previous experience in data entry and customer service.
- Ability to thrive in a fast-paced, team-oriented environment.
- Skilled in managing multiple tasks within time-sensitive situations.
- Lead by example, maintaining high standards of professionalism and quality.
- Adhere to company procedures and escalate issues when necessary.
- At least 2 years of experience in transportation, logistics, or a call center environment.
- Professional Spanish proficiency (both written and verbal).
- Experience in the transportation or logistics industry.
- Familiarity with transportation management software.
- Understanding of FMCSA (Federal Motor Carrier Safety Administration) and the Department of Transportation.
- Previous experience in call center operations and supervisory roles.
US Based Employees - At IEL, we are committed to providing equal employment opportunities for all persons, regardless of age, ancestry, color, religious creed (including religious dress or grooming practice), family and medical care leave status, disability (mental and physical) including HIV and AIDS, marital status, medical condition (including cancer and genetic characteristics), genetic information, military status, protected veteran status, status as a victim of domestic violence or stalking, familiar status, national origin, race, sex, pregnancy, childbirth, breastfeeding or related medical condition, gender identity or expression, sexual orientation and or any other category protected by law.