Job Req Number: 86945
Time Type: Full Time
The Team Lead, Control Tower, has the responsibility for the daily operational quality standards delivered by the Neom Control Tower . The Team Lead/ Supervisor leads the team in all operational aspects of the daily business activities.
Key activities:
• Visibility, tracking, reporting
• One-stop (System, Order, bookings, escalation,)
• Performance management (QBRs, KPIs, CAPA)
Detailed Responsibilities
• Supervise staff on operational tasks
• Monitor that all work assignments are performed on time.
• Train staff in accurate handling of defined work instructions.
• Support the staff in troubleshooting issues
• Monitor service quality provided to clients
• Monitor KPI target compliance internal and external
• Obtain strong working user experience with department key activities
• Present timeline and accurate tracking and event visibility towards clients
• Active exception management
• Lead continuous improvement initiative
• Develop relationship with Project Teams and becomes familiar with key contacts, unique requirements and operating processes.
• Ensure that DSV processes are meeting target services levels.
• Ensure that the Neom Control Tower team is meeting DSV and specific client setup KPI targets.
• Ensure that the counterparts from Neom Control Tower operational teams are meeting DSV and specific client setup KPI targets.
• Establish a very strong knowledge of DSV’s Transport Divisions product offerings and procedures to ensure flawless cooperation between operational departments and Neom Control Tower
• Understand, investigate and solve any complex client requests or complaints, particularly when multiple departments or teams involvement is required.
• Relay consistent issues to manager in a timely and efficient manner.
• Escalate to manager proactively on continuous disputes, high level decisions and high-profile service issues and potential risk situations.
Job Requirements
Education & Working Experience
• Relevant Diploma or Bachelor’s Degree
• Preferably with 3 to 5 years International Freight or Customer Service experience
• People management experience is an advantage
Skills & Knowledge
Professional Knowledge:
• Strong industry knowledge and Supply Chain understanding
• Deep understanding of transport customer requirements
Software Skills:
• Good command of Microsoft office programs
• Other ERP, order management and DSV related systems would be an advantage.
Language Skills:
• Good command of written and spoken English
Skills & Competencies
• Advanced Leadership and team management skills
• Attention to detail and problem-solving skills
• Strong written and verbal communication
• Ability to communicate constructive feedback
• Implement new tasks
• Maintain consistent teamwork mindset
• Ability to work in a diverse and global team environment
• Amenable to work in shifting schedules or as required by the business
• Maintain a professional demeanor at all times
• Complete Data analytics
• Investigating Issues and root cause analysis
Other Requirements
• Strong problem solving
• Naturally proactive behavior
• Pragmatic and solution driven
• Works well under pressure
• Customer Service
DSV – Global Transport and Logistics
DSV is a dynamic workplace that fosters inclusivity and diversity. We conduct our business with integrity, respecting different cultures and the dignity and rights of individuals. When you join DSV, you are working for one of the very best performing companies in the transport and logistics industry. You’ll join a talented team of approximately 75,000 employees in over 80 countries, working passionately to deliver great customer experiences and high-quality services. DSV aspires to lead the way towards a more sustainable future for our industry and are committed to trading on nature’s terms.
We promote collaboration and transparency and strive to attract, motivate and retain talented people in a culture of respect. If you are driven, talented and wish to be part of a progressive and versatile organisation, we’ll support you and your need to achieve your potential and forward your career.
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