- We are looking for a Relocation Support Team Lead who p rovides operational support and guidance to ensure that the relocation team has all of the necessary tools to provide superior customer service to our clients and their transferees
- Develops and maintains effective working relationships with corporate client contacts, transferees/assignees, other Graebel business units, operational and shared services support teams, and Graebel partners/vendors
- Serves as a leader for the relocation team
- Supports a remote global relocation team of Relocation Support Specialists managing a shared mailbox for our lump sum and intern policies
- Monitors relocation team workload and shared mailbox to ensure timely and accurate correspondence and support to our client transferees and assignees
PRINCIPAL/ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Support Supervisor with training and coaching remote service delivery team with attention to efficiency and accuracy.
2. Serve as the key resource for team member s questions and training needs.
3. Problem resolution and service recovery. Customer escalations, day-to-day issue resolution, and development.
4. Support the implementation of all process refinements and Operational Excellence initiatives. Actively bring new ideas to the leadership for: process improvement, overall increase in Consultant job satisfaction, and industry innovation. As well as, encourage open and professionally respectable communication among the team with their EEs, the suppliers, Graebel leadership, and other Graebel business units.
5. Support Supervisor in refining and monitor automated processes and shared work among global support team.
6. Oversee shared support team workload and manage shared working environments across all team members and processes.
7. Responsible for responding to customer questions when necessary.
8. Perform any other related duties as required or assigned.
