| Job Location | Morocco |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Other Business Support Services |
| Functional Area | Not Mentioned |
Organizational Background InformationRole TitleGateway Operations SupervisorCorporate DivisionExpressBusiness DivisionNetwork OperationsBusiness UnitMorocco OperationsDepartmentGateway OperationsLocationCasablanca GatewayJob PurposeLead a team of Team Leaders and operations agents to consistently meet service standards and performance with a Safety First mind-set. Provide support to the Gateway Manager by implementing strategies to ensure improvement in both service and transit time performance.BandLReports toGateway Operations ManagerKey AccountabilitiesAccountabilitiesMeasurement Criteria/KPIsMain AccountabilitiesGateway Operations ManagerSupport and assist the Gateway Operations Manager to look for improvement and enhancement of the process flow, facilities and equipment in order to handle continuous business growth and customers? needsCustomersProvide high quality services and maintain performance on all level of operation activities in order to meet customers? needsPrompt react to any customer inquiries and ensuring all issues and problems are well addressed and solvedService Centre & GTW TL/SPVR/MGRSCo-ordinate with other TLs, supervisors and Managers in other Service Centres and Gateways on all matters in relation to the operations especially in meeting the cut-off times and transportation arrangement to catch delivery cycle and flight departureOperations ManagementCoordinate shift operations to meet operational demands at a high service qualityRespond accurately and make prompt and effective decisions to address any issues encountered during the shift operationMeet with other Managers/supervisors & TL to discuss and determine field requirements and resource allocationsMonitor escalations, initiates follow-up action, provide detailed handover to the other Manager/Supervisors/TLMonitor operations to ensure service procedures and performance standards are met and have been implementedEnsure close communication and co-ordination between different functions as a result to maintain the operation efficiencyResponsible for maintaining the FTE expenses as a result to optimum the usage of the workforceRegularly coordinate equipment checks to initiate proactive maintenance in cases of potential failureGateway Team ManagementEnsure employees in the Gateway are trained and developed to meet business and succession needs.Ensure that adequate coverage for the employees to attend training is planned and in place, in conjunction with Human Resources and Line TrainersSafety ManagementOversee Gateway safety practices to ensure policies and business needs are met.Security Management
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