Operations Support Agent Senior resume example

Involves the completion of administrative tasks and coordination relating to the front-line operation which may include data entry, ramp activities, sort activities, trace activities , despatch activities and local customer service. While operational tasks may be part of these roles, the majority of time is spent on office-based activities.

Day to Day Tasks-

• Performs defined procedures and processes with accuracy and completeness. Ensures time commitments and deadlines are met. Processes may include use of manual procedures or local, regional, international or global systems. Verifies data and completes procedural checks against PROCESSES & predefined processes or criteria to ensure accuracy and quality. Uses appropriate tools and equipment as required. May make decisions relating to procedural checks, including situations where the outcome is not clearly indicated. Seeks support of senior team members as required. Provides feedback on processes and procedures proactively, making recommendations for continuous improvement to senior team members.
• Investigates and resolves problems or exception situations using systems or equipment, as appropriate. May act as the focal point for specific types of resolutions within the department and across other teams. Makes decisions based on clearly defined criteria and escalates others as appropriate to senior members. As required, evaluates options, escalates and gains approval for solutions that are outside of established parameters. Supports implementation of corrective actions.
• Uses appropriate communication methods to understand and share information with customers, team members and other departments. Supports team members and other departments during process changes including participating in the development of appropriate job aids, procedures & on-the-job training materials. May deliver required training in accordance with defined standards.
• Validates or completes accurate and timely reporting. Supports/researches relevant data and collates for analysis and interpretation. Prepares reports as required and may include recommendations for DATA areas of improvement. Inputs data to company systems. Ensures accuracy of own and others’ data and completes checks of system to ensure data integrity is maintained.