Contact Center Manager

The Command Center Manager will oversee our Clark, PH site, ensuring a seamless operational process, employee success, and a high customer service level. This role is responsible for managing all employee relations and administrative aspects of Command Center employees, including recruiting and development and employee engagement initiatives. The Command Center Manager is responsible for ensuring that their teams understand their job expectations and are optimized to achieve the best operational outcome. The Command Center Manager is also responsible for all financial accuracy and approvals of equipment purchases and payroll. Lastly the Command Center Manager is expected to drive process optimization projects for the Command Center.

The ideal candidate for this job has strong people and project management skills, exceptional organization, and attention to detail. The candidate is well versed in Expeditors’ company strategy, network structure, and global business operations. The candidate must have a deep understanding of Cargo Signal’s strategy with the ability to articulate the mission, vision, and purpose to all stakeholders. This candidate must be deeply passionate about Expeditors’ and Cargo Signal’s culture while creating consistency in application of policies and procedures. Above all else, the candidate must have a focused obsession with operational excellence and the ability to inspire and develop others in these key areas.

Team Leadership & Development

• Recruiting & Onboarding: Recruit, select and onboard qualified team members.
• Training & Development: Support the team’s development and career growth. Work closely with Operations Leads to understand individual training needs, develop and organize individual training plans for New Hires, and ongoing training, exercises, and qualification standards for their team. Focus on training and mentoring Leads to confidently and effectively manage their shifts.
• Performance Management: Develop and implement data-based performance metrics to monitor areas of continuous improvement and promote operational efficiency. Conduct regular performance reviews with the help of peer feedback.
• Scheduling: Partner with Leads to manage work schedules and ensure 24/7 Command Center coverage.
• Engagement & Culture: Plan and execute employee engagement initiatives including team meetings and social events, fostering a positive and inclusive work environment.
• Employee Relations: Manage all Employment Issues and Documentation (Legal/HR/ER)
• Host District Coordination: Maintain relationship with host districts. Create and maintain employee policies, consistent with the host district.

Operational Excellence & Program Management

• Operational Oversight: Ensure the efficient day-to-day operations of the Command Center. Support in operations where needed, including critical customer service and monitoring escalation.
• Quality Control: Regularly review Command Center work, identify root causes of errors, and implement effective solutions.
• Strategic Coordination: Develop strong partnerships with Cargo Signal Leadership, Sales and Business Operations team to understand current and upcoming operational needs.
• Documentation and Compliance: Maintain thorough awareness and understanding of Cargo Signal technology and service offerings and ensure compliance with regulatory standards and internal policies.
• Strategy and Vision: Actively participate in the creation and implementation of the Command Center’s strategy and vision.

Business Process Optimization

• Drive Continuous Improvement: Analyze existing processes, identify inefficiencies, and implement data-driven solutions to enhance quality, service, compliance, and profitability.
• Customer-Centric Process Design: Develop and refine processes and programs to comprehensively address evolving customer needs and improve satisfaction.
• Strategic Requirement Definition: Document and translate business requirements for new initiatives and system enhancements, ensuring alignment with strategic objectives.
• Project Leadership & Execution: Manage and execute complex, multi-stage projects focused on process improvement, system implementation, and operational change, ensuring on-time delivery and stakeholder satisfaction.
• Prioritized Project Management: Maintain a prioritized project roadmap, provide regular progress updates, and ensure transparent communication with project stakeholders.
• Cross-Functional Collaboration: Partner with various teams to implement process changes, monitor impacts on operations, and foster a culture of collaborative problem-solving.
• Industry Trend Analysis & Innovation: Stay abreast of industry trends and best practices, leveraging insights to drive innovation and enhance operational efficiency.
• Regulatory & Policy Compliance: Ensure all operational processes adhere to regulatory standards and internal policies, mitigating risk and ensuring consistency.

Finance

• Budget Oversight: Manage expense per desk, grow revenue per shipment, and ensure accurate cost protection.
• Financial Accuracy: Conduct timely reviews of P&L, payroll, and overtime for accuracy.
• Equipment and Tools Procurement: Provide team members with required hardware and software tools and access. Oversee and approve the purchase of necessary equipment.

Qualifications

Personal and professional alignment with Cargo Signal culture and critical success factors.

• Strong leadership, management, organization, communication, and execution capabilities.
• Experienced problem solver, strong collaborator, and able to provide clarity around complex topics.
• Proven customer service skills.
• Experience with logistics and business operations.
• Self-management and project management skills.
• Positive personality and effective interpersonal skills, with ability to relate to employees at all levels.
• Strong analytical and visual presentation skills.
• Ability to design creative solutions to meet business needs.

What We Offer

• A stable and professional working environment aligned with international standards
• Clear role definition and structured onboarding
• Exposure to reputable clients and cross-functional collaboration
• Opportunities for long-term career development in account management
• Competitive compensation package aligned with market standard