SUMMARY
The Logistics Transportation Manager works in tandem with their team of Logistics Supervisors, Leads and Coordinators to overview and support the Logistics and Transportation department and all functions associated with this department. Provides leadership, training, coaching, guidance in developing the skills of the Logistics team. Works with Supervisors to ensure daily trips are successfully assigned within the NEMT Network and provides support to monitor real-time trip volume assignment and audits such assignments for accuracy. Works with the Supervisors, Leads and Coordinators to ensure daily goals and metrics are met. Works closely with Logistics Supervisors, and Director to review performance metrics and implements adjustments when necessary to ensure SLAs and KPI's are achieved. The Transportation Manager will perform the duties of a Logistics Supervisors when needed to meet the demands of the operation.
DUTIES & RESPONSIBILITIES
•Ensures Logistics Supervisors, Leads and Coordinators understand and comply with all Transportation Logistics objectives, performance standards, and policies.
•Works with team supporting the Transportation Escalations line providing support to members calling regarding live trips.
•Manages Overtime to ensure adequate distribution of staff to meet all department demands while adhering to budgets.
•Works with Supervisor and Director to support Mass Transit initiative for those qualifying members. Monitors overall program implementation and ongoing efforts to expand Mass Transit including review and updated to P&P.
•Answer Logistics Supervisors, Leads and Coordinators questions regarding best practices, protocols and escalations.
•Identify operational issues and suggest possible improvements and efficiencies within the department.
•Continuously communicates with team members to ensure they are well informed about all issues affecting them and the members.
•Monitors real-time performance indicators and service levels, works with the Logistics Supervisors, Leads and Coordinators to ensure metrics are achieved.
•Monitors and evaluates Logistics Coordinator's performance, provide learning and coaching opportunities.
•Handles escalated calls and research trip inquiries.
•Prepares reports, analyzes data and assists management implement action plans to improve service quality.
•Works with Technology department to enhance Auto-Assignment of trips to gain efficiencies and works towards initiatives to reduce operating cost.
•Maintains and improves relationships with transportation providers.
•Identifies areas of strengths and areas of opportunity to improve trip acceptance and on time performance.
•Collaborates with peers within the department and other Alivi teams to support Logistics initiatives and maximize customer satisfaction including reduction of Missed trips focused on Life-sustaining trip reasons.
•Advises Contact Center management about issues relating to the contact center and its employees in a timely manner.
•Accomplishes Alivi's goal by accepting ownership for completing new and different requests.
•Works various shifts as needed, including evenings, holidays and weekends.
REQUIREMENTS & QUALIFICATIONS
•High School degree or equivalent (Bachelor's degree is desirable).
•Industry experience: Several years (typically 5-7) of experience in transportation, logistics, or supply chain management and leadership.
•Strong understanding of Key Performance indicators (KPIs) and service level agreements (SLAs) metrics and administration of such.
•Knowledge of reporting and strong data analytics.
•Strong interpersonal skills to interact with employees at all levels, transportation providers, members and other Alivi partners.
•Ability to multitask, prioritize situations and react quickly to changing dynamics of the NEMT industry.
•Proficiency in technology, CRM solutions, scheduling software & Microsoft products.
•Must be able to adapt to high volume of trips requiring routing and monitoring, fast paced environment.
•Fully bilingual (English/Spanish) is preferred but not required.