Team Lead, Night Operations
Bison Transport
Mississauga, ON
5d ago

The Night Operations Team Leader (NOTL) is responsible for overseeing all night Dispatch and Customer Service activity for their region.

The focus of the NOTL is the identification and resolution of all non-routine or time-sensitive issues that arise after regular business hours.

The NOTL must display sound judgment and involve other operations staff in the resolution process, as they deem necessary.

The NOTL position requires the individual to be strategic, forward thinking and solutions oriented. The NOTL is a key liaison between the Planning and Dispatch groups to ensure all pieces are in place for Night Operations to run smoothly on a daily basis and is responsible for creating / facilitating a team mentality among all night staff.

Must be well organized, an excellent communicator and have a keen sense of timeliness.

Key Accountabilities / Responsibilities

Problem Identification & Resolution :

  • This involves the identification and resolution of all non-routine and time-sensitive issues that occur after regular business hours.
  • The NOTL must prioritize each situation (emergency, non-routine, routine) and respond accordingly. The response may require immediate action and involvement of other parties as well as the delegation of tasks and issues to other members of your team.

  • Areas of responsibility include :
  • Planning / Customer Service
  • Safety
  • The NOTL must be versed in the best tools to ensure maximum visibility on our operation in order to guarantee problems are visible and handled as far in advance as possible.
  • The NOTL will also coach staff on the appropriate use of each applicable tool. These include :

  • Planning Worksheets (Visual Dispatch)
  • Regional Outlook Folders
  • Map Tools
  • Image Look-up
  • Rand Intelliroute
  • Mailbox Monitor (Total Mail)
  • Late Reason Windows
  • Driver PTA
  • Available Tractor
  • DIMS
  • Repeat issues of a routine nature must be identified and forwarded to the applicable department supervisor for resolution.

    Dispatch :

  • Oversee all activities related to after-hours satellite, telephone and in-person communications. This includes ensuring staff are :
  • Handling and assessing all incoming inquiries
  • Following up on pre-determined situations, ensuring that they are progressing as required
  • Preparing follow up and informing necessary parties.
  • Customer Service :

  • The NOTL is required to oversee the management of all incoming inquiries and provide excellent customer service according to company standards.
  • The NOTL is expected to build strong relationships with both our external and internal night customers to ensure we are providing quality service and solutions when issues arise.

    This includes ensuring all staff are :

  • Assessing and handling inquiries in a timely manner
  • Tracing and updating customers on the status of their shipments
  • Assessing and adjusting plans as required
  • Notifying customers in a timely fashion when service issues exist.
  • Staff Development :

  • Ensuring even work flow of assignments among night staff.
  • Training staff to ensure they are aware of and have access to all tools / resources required to do their jobs successfully.
  • Responsible for team and morale building initiatives for night staff.
  • Reporting :

  • The NOTL will be responsible for reporting on all relevant after-hours activity. This Includes :
  • Sending e-mails to the appropriate parties regarding any after hours developments
  • Call auditing
  • Ensuring cost recoveries are completed by all staff when appropriate
  • Completing Night Dispatch fleet summaries
  • Other :

  • Engage in other projects and activities as assigned.
  • Required Knowledge, Skills, Abilities and Qualifications

  • Leadership
  • Decision Making
  • Communication
  • Interpersonal
  • Organization
  • Conflict Resolution
  • Initiative
  • Multi- Tasking
  • Problem Solving
  • Motivational
  • REQUIRED KNOWLEDGE

  • Emergency Contact Information
  • Non Routine Situation Protocol
  • Company Policies and Philosophy
  • Driver Expectations
  • Freight Lanes and Trends
  • General Operating Practices
  • Trucking Rules and Regulations
  • Customer Service Standards
  • Service Capabilities and Standards
  • Industry Activity and Trends
  • Work Relationships

  • Reports directly to the Dispatch Manager
  • Reports indirectly to VP, Eastern Operations
  • Works in conjunctions with Customer Service, Driver Services and all other support staff.
  • Maintains relationships with Maintenance, Payroll, administration and all external customers.
  • Why Bison :

  • Thrive in a supportive team that provides coaching and training to help develop your skills and progress your career
  • Dispersed work environments that promote a healthy work-life balance
  • Meaningful and impactful work and projects with an essential service provider
  • Join our engaging Wellness Program & extracurricular sports teams
  • About Bison :

  • Celebrating over 50 years in Business
  • Named as Canada‚Äôs 10 Most Admired Corporate Cultures
  • Active in giving back through Corporate Social Responsibility and Charitable Giving
  • Committed to environmental sustainability
  • Bison Transport is committed to Diversity and Inclusion in the Workplace.

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