Operations Team Lead

Role Overview

• Provide day-to-day direction and guidance to Team Members.
• Drive skill enhancement initiatives in the team through knowledge sharing, cross training and rotation
• Coach team members towards professional development to include overall communication and collaboration with coworkers
• Provide daily direction and demonstrate advanced communication skills with the ability to adjust communication style and methods to meet training needs of employees with varying abilities and personalities
• Conduct teambuilding activities during team meetings, and facilitate such meetings when manager is unavailable
• Actively seek out information to enhance cross functional processes
• Provide manager with feedback for trainee performance reviews, and assist in interviewing for open positions
• Foster a workplace environment that is consistent and embodies NGL’s mission, vision, guiding principles, and values
• Oversee daily optimal staffing levels and manage processes and identify improvements.
• Organizes the work of the team, assigns tasks, sets short-term priorities, monitors all activities and ensures timely and accurate completion of the work
• Assist in goal setting and measure and communicate the attainment
• Manage the day-to-day operations of the team, including ensuring service levels are maintained
• Evaluate and monitor processes or guidelines that do not meet the needs of our customers
• Identify opportunities for improvement and implement suggestions to resolve needs, including internal processes and procedures, requirements, forms, workflow processes and other programs
• Collaborate with other teams and departments to review and update processes and procedures, including suggestions for training or other tools that improve daily processes
• Prepare, analyze and interpret reports and formulates conclusions
• Monitor and notify team of queue statuses and Key Performance Indicators
• Maintain staffing models by leveraging capacity to address service needs and keep direct Manager informed
• Complete other assigned projects and tasks by agreed upon due date
• Develop and coordinate/facilitate training, and provide ongoing coaching for new and existing team members.
• Train all new hires on processes and procedures and ensure they are being followed
• Create and manage department training material, as well as documentation of product variations and processes for handling special situations
• Develop and conduct and training sessions and workshops
• Though quality assurance and internal audits, identify opportunities for additional coaching and/or training
• Provide advanced and friendly support to peers and customers, conveying sensitivity and professionalism in all communications.
• Take escalated cases when they are presented, and be solution-driven in response
• Perform standard customer service duties to assist team in achieving service goals
• Advise team supervisor of potential concerns, training opportunities and trends as they are discovered, and make recommendations to resolve the concerns
• Authorize minor exceptions (i.e. overnighting or expediting) when needed to ensure exceptional customer service

Requirements

• Minimum Requirements: High School diploma or GED
• Preferred: LOMA 280 and 290 with ACS
• Minimum Requirement: A minimum of three years related experience
• Preferred: A minimum of two to three years of NGL experience preferred

Benefits

• 20 days of Paid Time Off growing to 25 days after 5 years
• 11 Paid Holidays (10 company holidays and 1 personal holiday of your choice)
• Health care, dental and vision plans
• Up to $1,500 (Family) or $1,000 (Single) annually towards a Health Savings Account
• Annual bonus based on company performance
• Paid Parental Leave
• 401(k) match up to 9%
• Paid Sabbatical after 8 years
• Paid Volunteer Time
• Education Assistance Program
• Employee Recognition Program
• And much more!