Express Group

Operations

• Manage day-to-day departmental activities by providing team supervision
• Monitor KPIs, supporting productivity and quality standards
• Drive efficiency and ensure compliance while maintaining client satisfaction
• Supervise CSAs and performance monitoring using key performance indicators (KPIs)
• Assign and oversee daily task assignments for the team
• Compile and send daily two-hour reports to Fleetworthy Solutions for each assigned Line of Business
• Send a daily head-of-shift report to Fleetworthy for each assigned LOB
• Ensure the Fleetworthy Solutions Shared Folder is updated weekly
• Attend weekly Fleetworthy Quality and SOP review sessions
• Send a daily headcount email to Fleetworthy Solutions
• Consolidate and share approved out-of-office requests monthly with leadership
• Review and handle all escalations from the team
• Attend weekly meetings with the Senior Operations Supervisor
• Conduct monthly performance scorecard reviews and coaching with the team
• Conduct and assist with training exercises
• Accurate timekeeping of the team’s attendance and notifying leadership of any issues or absences
• Consolidate all change request logs within 48 hours
• Management by walking around
• Support with team building and employee morale initiatives