Disputes Voice Coordinator - Spanish
Core
Coordinate dispute resolution between customer service, sales, and logistics operations teams to ensure efficient and quality service delivery.
Role type
Operations coordinator (dispute resolution)
Builds
Operational processes and team productivity reports
Domain
Global trade and logistics
Deliverable
dashboards & analysis
Required skills
Dispute resolution, roster planning, data analysis, process improvement, team coaching, KPI monitoring, operational procedure enforcement
Preferred skills
Gembas facilitation, cross-functional collaboration, best practice research
Technologies
GCSS, RKEM, AFLS, Microsoft Office Suite (Word, Excel, PowerPoint, Access)
Responsibilities
Maintain daily work allocation logs, allocate work assignments and plan rosters, monitor and report on performance parameters, arrange Gembas for visitors, coordinate with front office to resolve disputes, coach staff and build team cohesion, research and recommend best practices, ensure staff focus on customer needs, address equipment concerns with the LOC team, secure use of uniform and operational procedures, perform data analyst tasks to identify gaps, monitor KPIs and improve reporting, standardize processes
Seniority
Mid-level, hands-on IC