NFO Desk Team Lead

• Lead the NFO Desk team in client and business tasks, ensuring productivity, quality, and on-time performance expectations are met
• Provide professional service to customers and liaise with third-party suppliers and other company offices
• Serve as a knowledgeable resource for staff, clients, vendors, and leadership regarding questions, issues, and escalated needs
• Ensure excellent service during telephone, email, and virtual contacts
• Work with Managers and staff to process shipment orders according to established procedures and standards
• Oversee shipment processes and ensure SOP adherence
• Escalate issues, errors, and delays according to established processes
• Ensure staff receives and completes appropriate training
• Maintain and file records according to company procedure
• Assist other teams to support productivity and client service levels
• Provide positive coaching and conduct one-on-one mentoring
• Partner with the Manager on staff evaluations, annual performance appraisals, and performance improvement or growth plans
• Train staff on new or revised SOPs and organizational policies
• Communicate unusual occurrences, emergencies, and operational or customer-service disruptions to the Manager
• Document service issues requiring attention by the incoming shift Team Lead
• Monitor telephone reports and email analytics for productivity and service-level performance
• Monitor and approve overtime and manage the shift cost-effectively
• Spot-check shipments daily for SOP adherence
• Monitor incoming emails, task logs, new orders, and queue assignments within required 10-minute windows
• Participate in department meetings, training, and information rollouts
• Copy the Manager on operations-related emails and correspondence
• Report directly to the Sr Manager of Time Critical Services
• Perform other duties and responsibilities as assigned

Requirements

• High school diploma or general education degree (GED)
• Strong computer skills and proficiency in Microsoft Office (Excel, Word and Outlook)
• Outstanding customer service skills required
• Strong mentoring and management skills required
• Experience Next Flight out shipments, systems and vendor operations is strongly preferred
• Ability to work under pressure and follow through on tasks
• Ability to lead discussion group and motivate/develop staff
• Excellent organizational skills, attention to detail and follow through
• Proven ability to communicate (verbal and written) effectively with direct staff, management peers and senior level management

Core Competencies

Demonstrates strong leadership and mentoring capabilities while ensuring adherence to standard operating procedures (SOPs) and maintaining high levels of customer service. Proficient in managing shipment processes and effectively communicating with staff and management to enhance productivity and service quality.

Highest-signal resume keywords

• Leadership Skills
• Customer Service Excellence
• Mentoring and Coaching
• Microsoft Office Proficiency
• Next Flight Out Shipment Experience

Hard Skills

• Shipment Process Management
• SOP Adherence
• Record Maintenance
• Performance Monitoring
• Task Management

Soft Skills

• Effective Communication
• Organizational Skills
• Attention to Detail
• Ability to Work Under Pressure
• Motivational Skills

Industry Keywords

• Client Service
• Vendor Operations
• Performance Appraisals
• Training and Development
• Operational Disruptions

Tools & Technologies

• Microsoft Excel
• Microsoft Word
• Microsoft Outlook