Overview
Job Details
We are looking for a team leader to manage our Logistics Service Onsite team who are based on a Client's Data Center campus. They will be responsible for all elements of the service execution at the location as the single point of contact for key service stakeholders. These responsibilities will cover, but not limited to, Client Relationship Management, Resource Capacity Management, Service Compliance leadership, Operational Planning and Execution responsibility, Service Program Management, Milestone Values & Culture Leadership and People Experience Management. You will be responsible for the forecasting of resources current and future to ensure the maintenance of the quality of the service execution and the achievement of all SLAs, KPIs and CFSs. As a team leader, you will represent the Milestone company service and its associated values and culture in all your client and team interactions. It is expected that you will have all current operational knowledge related to your team and service to support proactive decision making and collaboration with your client and team. You will be the standard bearer for how the Milestone team executes the service and support of all clients at the site. You will expect, inspect, and review all team members' performance to align with our standards. The role will involve 30% Client Relationship Management, 50% Operational Planning, Compliance and Quality Control and 20% People Experience Management.
How You Will Make an Impact:
Ensure the development and maintenance of the Milestone Values and Culture within the team and service execution
Support the training and development of team members at the site to ensure their capability and skills are sufficient to support the service
Forecasting and Management of Resource Capacity to meet service demands Management of burst labor activity to fulfil ad hoc Project requirements
Manage employee attrition in professional and proactive manner
Client Relationship Management
Main point of contact (MPOC) for all Milestone IBOS service-related queries and escalations
Weekly Service Review with ClientSite Operations MPOC for Milestone Regional Manager
Ensures Client satisfaction that supports the achievement of Quarterly customer satisfaction (CSAT) Scores at the site Provides ongoing clear, concise, and factual Operational Information to Milestone Leadership to assist service strategy and decision making
Supports the Regional Manager in commercial invoicing queries and approvals to support proactive financial management Service Management
Provide oversight and direction of day-to-day operations to ensure service quality control and compliance
Measure, Monitor and Analysis the key areas of service execution around Rack Management, Inventory Management, Spare Management and Service Compliance (Safety, SOX, Security and Customer Service)Produce weekly reports on service level agreement (SLA )achievements, volumes, resourcing, and compliance
Analyze, Investigate, and provide insights on operational key performance results
Support the continuous development of operational services on site
Support and provide oversight on Client process and tool field UAT programs
Control the ongoing team application of the Milestone and Client Safety standards and processes
Lead the profiling of Risk and Service Improvement for the Milestone Service at the site
Ensure the teams engagement and completion of all required Client and Milestone training for Safety, Compliance and Standard Operating Procedures
What You Will Need to Succeed:
Proven work experience as a team leader or supervisor
Excellent Client Relationship Management
Excellent oral and written communication skills
Proficient in the use of email, word, excel and word with a high degree of efficiency
Experience in developing and presenting report documents and PowerPoint presentations to support Client and Leadership service interactions
Capability to support workforce planning and management
Excellent time management, prioritization, and decision-making skills
Agility to work in a dynamic versatile working environment to meet changing Client service demand prioritization Degree in Management or training in team leading is a plus Analytical and problem-solving skills to support service improvements, risk identification and operational trends
Knowledge of and implementation of 5S principles to support service efficiency and safety
Coaching, Mentoring and development of teams and individuals
Ability to understand all health & safety requirements and cautions
Ability to perform the physical labor is necessary
Must be able to speak, read, write, and understand English as the primary language(s) used in the workplace
Able to safely lift and move a minimum of fifty (50) pounds
Able to stand the duration of the shift