Senior Program Analyst

hace 3 semanas


Bogota, Colombia DHL A tiempo completo

**About the Role**:
Provide support to CCP US team and GSC Team Leader:

- Act as main TL Back up on Gsconnect for the Shipment Management Service Line, supporting the KPI & APT Analysis and the Re-Assignment of the cases for the agents.
- Receive and distribute workload of CCP accounts within the team members.
- Analyze work distribution and assign tasks based on roles and time logger.
- Provide visibility of internal team capacity and keep records of utilization.
- Implement new accounts.
- Create a closer communication with the BP.
- Provide visibility of updates, changes, news, improvements, etc. to the BP and team leader timely.
- Lead trainings for new team members and assure they are achieved.
- Manage the team KPIs and present results every month.
- Assure the quality of processes and deliverables.
- Coordinate and propose continuous improvement initiatives within the team.
- Revise and update toolkit accordingly.
- Manage the Error Log and share it with the team.
- Prepare and distribute performance, trends reports.

If you need further information about this role, please don’t hesitate to contact any SMT member. Don’t leave any doubts in the air.

**Who Can Apply**:

- Whoever is not currently in implementations/migrations.
- Employees who have been in the organization for not less than 12 months.
- Have a minimum of 12 months continuous service with DHL and a minimum of 12 months in the current role

**Note**: Applicants
**must**
***have their Team leader’s approval.

Key Capabilities / Competencies:

- MS Excel intermediate - high (data analysis). Macros knowledge is a plus, but not a must.
- Fluent in English.
- Oriented to Continuous Improvement - First Choice Certificate is a plus.
- Effective Communication skills.
- Leadership skills.
- Focused on details.
- Proactivity.
- Teamwork.
- Customer Service orientation.



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