The Senior BPO Coordinator performs high level operational execution resource, performing the most advanced operations tasks that enable Global Forwarding BPO meet the needs of CHR Offices.  They have a sharp focus on data integrity, data quality, and process efficiency and may perform work in support of a specific customer, vertical segment or within a centralized operations center.  The Senior BPO Coordinator helps with workflow management and delegation of tasks.

DUTIES AND RESPONSIBILITIES

The duties and responsibilities of this position consists of, but are not limited to, the following:

• Serve as first line of support for both Associate and BPO Coordinators. 
• Assist the team in resolving the complex and exceptions
• Understand process workflows, process maps and preferences and apply this knowledge to create efficient, cost-effective solutions in the process
• Validate and ensure accuracy of operational tasks
• Respond to clients’ queries and provide updates related to exception management timely
• Ensure the daily deliverables are met
• Communicate clearly, timely and effectively with CHR offices
• Build good relationship with CHR offices by responding timely and following up on issue resolution
• Act as Key Account Contact to CHR Offices
• Work effectively in a team environment and collaborate cross-functionally, building relationships with account management
• Contributing process standardization and optimization ideas to team management to improve the process efficiency
• Make recommendations to improve process standardization to recognize efficiencies and improve net revenue
• Identify & support efficiency improvements
• Coach and support Juniors in process complexities to help improve productivity
• Identify the complex areas to discuss with Principal BPO coordinator to identify solutions and/or control measures to avoid escalation
• Other duties or responsibilities as assigned according to the team and/or country specific requirements

QUALIFICATIONS

Required:

• Bachelor's degree from an accredited college or university
• Minimum 4 years relevant trade experience
• Ability to work a flexible schedule, some evening and/or weekend work may be required for select roles
• Site Specific:  Fluent in Spanish and English (written and verbal)

Preferred:

• Proficient in Microsoft Office Suite of programs
• Effective and flexible communication skills and time management skills
• Relevant work experience in the Freight forwarding domain
• Values a diverse and inclusive work environment

Your Health, Wealth, and Self

Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide the top-tier benefits that matter to you most, including:

• Group Mediclaim Policy (GMC)

• Group Personal Accident (GPA) policy

• Covid-19 related coverage and reimbursement

• Employee State Insurance Corporation (ESIC)

• Group Term Life (GTL) Insurance Plan for employees

• Employee Stock Purchase Plan (ESPP)

• Investment Declaration & Flexi Benefit Plan

• Variable Pay based on position

• Flexible work arrangements

• Paid Privilege, Casual and Sick Leaves

• Paid Maternity & Paternity Leaves

• Paid Compassionate Leaves

• Paid Public Holidays

• Paid time off to vote

• Reward & Recognition Program

• Wedding Allowance

• Special Mobility Assistance

• Employee Wellness Initiatives

• Plus a broad range of career development, networking, and team-building opportunities

Equal Opportunity Statement

C.H. Robinson recognizes the value of equal employment opportunity and is committed to promoting fairness, equity and diversity in the workplace. As an equal opportunity employer, we may invite you to complete the voluntary self-identification. Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment, Any information provided will be kept confidential, and separate from your employment application. This information may be used for diversity reporting purposes in accordance with applicable local law.