Analyst, OTI Cargo Management

Location

Richmond, VA: This position will follow a hybrid work-from-home/office model with at least three days in the office weekly.

Role Summary

OTI Analyst I is a support role for the Supervisor position within the Cargo Management Service Center process of the OTI customer segment.  They will back up the Supervisor and provide feedback on the individual team's development.   This role is also responsible for creating and executing policies and procedures to ensure exceptional customer service and maximize client retention. A key function is building strong internal and external relationships for effective collaboration and information dissemination. The analyst provides direct support and guidance to ILS agents as they meet solution obstacles and ensure proper process instruction.   

Additional Responsibilities

• Collaborates on creating and implementing strategic plans at the divisional and organizational levels to align team targets with regional and corporate objectives.
• Manages and monitors project timelines to ensure the achievement of KPIs and operational performance targets.
• Backs up the Supervisor during absences, providing leadership to staff and managing essential reporting and operational continuity.
• Leads UAT efforts by coordinating with ILS agents to validate system developments and ensure successful implementation.
• Promotes continuous improvement by working with internal and external stakeholders, including vendors and customers, to refine processes and communication.
• Maintains and standardizes SOPs, performing regular audits to ensure compliance and accuracy within the process.
• Acts as a liaison between ILS teams and the Supervisor to streamline communication, resolve solution obstacles, and align output.
• Develops and maintains strong partnerships with external clients to provide exceptional service and maximize retention.
• Execute training programs and development initiatives to enhance the team's technical skills and overall proficiency.
• Provides performance feedback and insights to the Supervisor and Manager to support formal appraisals and talent development.
• Motivates team members to foster a high-performance environment and a culture of accountability to meet group goals.

Core Required Skills and Competencies

• Demonstrates advanced problem-solving capabilities with a high level of precision and detail-oriented accuracy
• Proven leadership and mentorship skills within a professional team environment
• Fosters effective collaboration by building strong internal and external relationships
• Exhibits the ability to anticipate, analyze, and navigate complex solution obstacles
• Manages multiple project timelines and priorities through efficient multitasking
• Operates as a dedicated team player to promote a culture of accountability and collective success

Function Specific Skills

• Leadership and training experience preferred
• Provides exceptional service to internal and external customers with accuracy, efficiency, and effectiveness
• Applies logical methods and analytical skills for recommendations and best results

Required Minimum Years Experience

2+ industry-related 

Required Minimum Education

Bachelor’s degree preferred