Queue Management & Reporting Specialist at Omnibiz Africa

Job Description

Role Summary:

A Queue Management Specialist is a resource whose primary task will be to ensure allocation of requests to the right team. Their primary role is to ensure that all the requests are being worked upon in a timely manner and TAT SLAs are intact.

Responsibilities:

• Responsible for daily reporting and follow up on various departments.
• Monitor queue status and volume for further planning.
• Monitor and assign tracks to the responsible team.
• Follow up with teams for closing the tracks before breaching SLA.
• Monitor E2E scores and share responsibility of achieving their target.
• Effectively solve problems, escalations and provide support for other departments.
• Study and investigate cases for lost/missing/damaged items.
• Fill in required data and figures for daily monitoring meetings’ G-docs.
• Assign the Out of SLA tracks to the Lost Management Team for lost updates before they are missed.
• Update and follow up on all the root causes of missed tracks.
• Responsible for passing on information in order to obtain the best performance from different stakeholders.
• Communicate effectively with colleagues; in a way that will enable them to perform work in a professional, safe, and efficient manner.
• Initiate new reporting ways for clearer visibility, as required
• Develop and participate in various projects.
• Work might require visiting FC’s, Hub and Depot
• Various other duties as assigned.

Qualifications

• Bachelor’s degree.
• 1-3 years’ experience in related field.
• Strong desire to learn and Attention to details
• Proven skills in monitoring.
• Excellent interpersonal and communication skills, including intercultural awareness.
• Demonstrated ability to work in a proactively diverse and inclusive organization.
• Effective problem-solving and mediation skills.
• Must be proficient in Excel and use of the Internet.
• Excellent use of Power BI and OMS.
• Ability to transfer knowledge and share learnings

Additional Information

“Company may relocate based on business requirement within Nigeria”

What We Offer:

• Growth
• Good working condition
• Equal Opportunity
• Exchange ideas and meet colleagues from different teams in our active squads