Extended Coverage Specialist Supervisor

Hours:

• Sunday - Tuesday with rotating Wednesday every other week: 6:00AM-6:00PM
• Thursday - Saturday with rotating Wednesday every other week: 6:00AM-6:00PM

The ECS Supervisor is responsible for the day-to-day performance of the operations team, as well as for ensuring that all the goals, issues and concerns are addressed. This is accomplished through daily communication, training, and a solid working relationship with all operations personnel. This includes identifying potential issues, direct follow up on issues by gathering and providing all relevant background information, reporting on how the issue was handled, and recommendation of any necessary follow-up action. Good communication and a professional attitude are basic requirements, along with good perception skills and the ability to anticipate situations before they become inflated.

Leadership:

·Operations personnel look to the ECS Supervisor for vision, direction, and support in day-to-day activities. It is a critical part of the role to ensure that all employees’ needs are met in these regards.The ECS Supervisor takes initiative and is accountable for the execution and results of their specific regions and the department in general. A crucial part of this role is effectively onboarding new staff, and providing training/support to the Manager, Operations.

This includes:

o    Performing performance reviews

o    Cross-training Operations personnel

o    Participating in interview and hiring processes

Driver Relations:

·The ECS Supervisor is expected to be a leader in working with Bison USA drivers. This includes understanding and utilizing driver retention and development strategies in cooperation with other customer service or dispatch staff. Bison USA highly values our drivers, and the relationship between operations and driver satisfaction is a critical part of managing our drivers.

This includes:

o    Being a resource for the fleet dispatcher and fleet manager teams to support our goals of

efficiency, cost control, and driver retention.

o    Building on existing relationships within the company, the ECS Supervisor will work to manage issues as they arise, answer inquiries, and take the lead to ensure our Driver’s experience the best from Bison USA.

·The ECS Supervisor will act as a key resource for driver pay management and NSPR’s. They will be available to review driver pay statements, follow up, and get back to drivers accordingly on any concerns. Involving the Fleet Manager and leadership as required.

This includes:

o    Daily NSPR’s/Paydirt Entries

o    Inconsistent events/missing legs

o    Paycom

o    Weekly review of driver pay as percent of revenue

·The ECS Supervisor is responsible for staying connected and engaged in transactional support for the Fleet Dispatcher and Fleet Manager team ensuring we are aware and acting on the needs of the department.

This includes:

o    Fleet assignments

o    LOS review, follow up and support 

o    Phone queue participation 

o    Daily Fleet Now/Updates

o    Driver coaching as needed

o    Hoshin involvement

·The ECS Supervisor will support the Fleet Dispatcher and Fleet Manager teams to keep tractor management up to date.

This includes:

o    Shop/breakdown follow ups

o    Elevating delays

o    Unassigned/available trucks cleaned ready to use

Customer Relations:

·The ECS Supervisor needs to have an excellent understanding of clients, their stage of development, their operational requirements, and expectations. The Regional Supervisor will work closely with Sales and Customer Service to ensure that our external customers service needs are being met, and will be a point of escalation when service improvements are required.

Trouble Shooting:

·The ECS Supervisor must be able to proactively identify trouble situations and constructively react to those that cannot be foreseen. To include:

o    Frequent review of planning worksheets to action uncovered/late loads, stale moves, unsent plans, etc.

Liaison Between Operations and Sales:

·Exchange of relevant information such as business trends, customer issues and opportunities. The information and leads gathered in this process should be passed on to the Sales team effort as the situation dictates.

Training & Development:

·The ECS Supervisor is expected to provide training and support to all current and new staff.