Our client, an on-demand Courier Service that delivers products ordered through their mobile app seeks to recruit A Staff Coordinator, who will be a key point of contact between the company and their customers. DUTIES/ROLES: Coordinate operations control center; Maximize the productivity of resources (people, technology etc.); Coach and handhold agents to maintain high operations standards; Monitor and improve order delivery time whilst minimizing order cancellations; Evaluate performance with key metrics; Ensure quality assurance checks are completed and maintained; Optimize delivery times and maximize Gsat; Assist all the three users to ensure satisfaction; Analyze daily and weekly operation metrics with a macro view of the long-term success of cities; Mentor staff and provide them with support required in their roles; Give structured and actionable daily feedback to the Team Lead/Supervisor. You have: Be able to work under pressure and track thousands of movements every day; Very good command of English, both written and spoken; Proficient in MS Office, G-docs and call centre equipment/software programs; Outstanding communication and interpersonal skills; Excellent organizational and leadership skills with a problem-solving ability; Willingness to work weekends, early mornings, late nights, and occasional holidays, in an operational 24/7 environment; Positive and patient; Ability to multitask is highly recommended; Ability to learn quickly and adopt to a fast-paced environment; Plan, perform and oversee audits on RTO processes to ensure the quality deliverable; Analyze quality results and present possible solutions and improvements to the Hub Supervisor; Interpret and comply with company quality standards; Follow the procedures of sampling and guidelines for collection and reporting quality data; Detect coaching needs and take actions in accordance with these needs in order to ensure compliance with quality standards; Provide coaching inputs to the Supervisor and HQ in order to maximize agents’ efficiency and quality; Report on results of quality audits; Assist the OCC team when need be; Any other task related to operations.
