Corporate Account Support Team Leader

Process Lead CASR

About Clean Harbors 

Clean Harbors Inc. (www.cleanharbors.com) is a NYSE listed US based $4.3 billion company. Clean Harbors was founded in 1980 near Boston by Mr. Alan S. McKim, who today remains the company’s Chairman and CEO. Everywhere industry meets environment, Clean Harbors is on-site, providing premier environmental, energy and industrial services. 

Clean Harbors employs a dedicated workforce of 18,000 employees and has over 450 service locations across the U.S., Canada and Mexico. Beyond addressing the environmental needs of its more than 300,000 customers, the Company has been on the front lines of addressing some of the largest emergency response events in North America of the past several decades including the BP Oil Spill in the Gulf of Mexico, the anthrax attacks in New York, the 2015 avian flu outbreak that devastated the poultry industry, Hurricanes Katrina, Rita and Sandy, and the oil pipeline breaks that affected the Yellowstone and Kalamazoo rivers, along with other major chemical releases into the environment. Clean Harbors India has been strategically established as the Global Capability Center (GCC) to serve our parent company. 

We take pride in serving some of the most tech savvy business stakeholders at Clean Harbors. The GCC employees form part of our globally integrated teams that provide cutting-edge IT solutions and production support across platforms. Our shared services teams work seamlessly with their global counterparts in providing critical 24x7 support in various functions including Finance, HR, Procurement, IT and Operations. Our aggressive growth plans open significant career advancement opportunities for our employees.

Job Title: CASR Team Leader (Corporate Account Support Representative) 

Location: Bengaluru Previous Experience: 4+ years Shift Timings: Rotational Shifts (Can change based on business need, must work from office with global working windows.) 

Job Overview: Lead the Corporate Account Support team by supporting the Corporate Account Managers who work directly with our Corporate customers. The key role involves timely and accurate completion of work requests from the production team through monitoring workflow and reviewing capacity, creating product level metrics, delivering feedback to requesters and team members, and training team members on new skills. 

Roles And Responsibilities 

• Identify, document, communicate and implement opportunities for sustainable process improvement focused on enhancing service quality and increasing process efficiency 

• Evaluate knowledge gaps existing in the team and take steps to eliminate them 

• Assure our customers enjoy experience by working closely with other teams to smoothly transition onto their team 

• Support operations in the implementation of new policies, processes, procedures, tools, technology, and structure into the work environment 

• Support employee development by providing regular scheduled feedback, using supportive and directive techniques, with a focus on continual improvement 

• Ensure regular and accurate reporting on team-related and customer required documentation 

• Understand customer’s service level agreements and ensure CASRs and Cadmins are meeting the deliverables in the required time frames 

• Providing solutions to customer opportunities through inspections, evaluations, and customer service 

• Conduct performance review meetings with the team and work on action plans as applicable 

• Assist in stakeholder management as an integral responsibility of this role 

• Responsible for: meeting the defined KPI’s, deliverable timelines, quality check of all deliverables from GCC, conducting meetings and focus group discussions on improvements and implementation. 

Skills Required: 

• 2+ years of Operations excellence with People Management experience (preferably in Sales or Customer Success/Customer Care field) 

• Excellent written and speaking communication skills; highly proactive and leadership skills 

• Must have worked with Cross Functional teams across the globe 

• Must possess a global mindset and adaptability to different environments. 

• Must be Quality Oriented with a passion in process improvement and automation 

• Must have excellent analytical/ problem solving inclination 

• Experience leading and coaching teams, developing career paths and opportunities. Demonstrated ability to work on multiple projects simultaneously 

• Attention to detail and able to maintain data confidentiality 

• Proficiency in MS suites like Word, Excel, and PowerPoint, etc. 

• Basic qualification – Degree in any field

Experience Level

Senior Level