Operations:Ensure accurate and timely LOG to DLV process flowMeet compliance at all times to regulations. This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations or customer policies / requirements.Understand department process flow, constantly looking for areas of improved efficiency.Oversight and execution on all customer standard operating procedures via the DLSOP.Work with the team on meeting KPI standards, as per department goals and metrics.
Support the supervisor in the following areas:Daily review of workflow and reports to support the team in meeting metricsAudit files and support the team in ensuring that the team is meeting operating process       standards and compliance regulations.Build and maintain strong relationships with customers and governmental Customs         organizations.Monitor training and timely completion of items on team’s learning plan and PDP.Push information to the department daily that enhances productivity, metrics, and overall purpose/ vision.
Sales / Retention:Participate in the transition of new business/ updates to existing business.Assist in retention calls and complete reviews of customer data in preparation for QMRs
People:Identify with manager / supervisor, develop, and mentor your No. 2.
Support the supervisor where needed:Allocate workloads within team to ensure smooth operations during peak activity or staff absence.Be a guide for the team - mentor agentsFollow-up new hires training as per the company requirement standards.Periodically communicate department goals and expectations with team to ensure buy-in and accountability.
Systems:Promote productivity toolsBe open to implementing new system changes and enhancements with your team.Be involved and suggest system/process improvements.Set the tone of this environment within your team.
Culture:Proactively promote the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary. 
