TRANSPORTATION OPERATIONS CENTER MANAGER

The TOC Manager serves as a leader of leaders, bridging the strategic vision of the TOC Senior Manager with the operational management of Transportation Operations. This role is critical for driving operational excellence and ensuring that performance metrics align with organizational objectives. The TOC Manager will lead initiatives to optimize systems, enhance processes, and improve training programs. This role is essential for elevating the overall performance and accountability of their assigned team within the TOC.

Job Details

Leadership & Team Development - 30%

• Mentor and coach customer service supervisors, fostering a high-performance, accountable, and continuous improvement culture.
• Set clear objectives that align with organizational goals, providing support and direction to supervisors for operational success.
• Drive a culture of ownership, ensuring supervisors uphold the team’s performance standards.

Performance Management - 30%

• Define in partnership with the Sr Manager, monitor, and ensure adherence to KPIs, using metrics to improve team performance and efficiency.
• Use data insights to identify performance trends, address gaps, and recognize accomplishments, ensuring customer service excellence.
• Implement targeted performance improvement strategies to raise service standards and operational productivity.

Collaboration on Training and Process Improvement - 25%

• Partner with TOC Sr Manager & Systems Support Analyst to assess and enhance system capabilities, aligning technology with operations needs.
• Collaborate with the Quality Assurance Analyst to streamline processes, ensuring they meet customer and operational requirements.
• Lead the development and execution of training programs that equip staff to achieve KPIs and deliver consistent service quality.

Reporting and Communication - 15%

• Prepare and deliver regular performance reports for the TOC Senior Manager and Director, Transportation Operations, highlighting key metrics and recommending improvements.
• Foster open communication across all levels of the team to ensure alignment with organizational objectives and customer service standards.

Knowledge, Skills and Abilities (KSAs):

• Strong leadership skills with experience managing supervisors, leads, and large frontline customer service teams.
• Strategic thinker with the ability to balance day-to-day operations and long-term goals.
• Expertise in conflict resolution and handling escalated customer service cases.
• Knowledge of call center operations, case management workflows, and performance monitoring.
• Familiarity with ServiceNow or other case management systems (preferred).
• Excellent communication and collaboration skills, with experience working across departments and external partners.
• Proficient in MS Office (Excel, Word, PowerPoint, Outlook) for effective data analysis, reporting, and presentations.

Work Experience &/or Education:

• Bachelor’s degree in business administration, Logistics, or a relevant experience.
• 5+ years of customer service leadership experience, ideally within transportation or logistics.
• Proven experience managing and evaluating KPIs and performance metrics to drive excellence in customer service.
• Track record of success in a strategic leadership role, with experience coaching and developing supervisory staff.
• Ability to effectively collaborate with multiple departments on initiatives related to training, system enhancements, and process improvements.