HAG
HCS Affiliates Group
RTO Staff Coordinator at HCS Affiliates Group
Full Time
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HCS Affiliates Group
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ess and Service 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 (etc.) 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 the results of quality audits. Assist the OCC team when need be. Any other task related to operations