Ops Team Reorganisation

The workday of a Customer Service agent in logistics is a never-ending battle against time. With a flood of tasks, an agent could spend a significant part of her day doing low-value work: deciding what to solve next. With growing volume, this had to change for the company to scale.

This is the story of how I led the re-organisation of the Customer Service team by applying Service Design methods and, most importantly, of how we implemented it successfully and the key learnings I got out of it.