Category: operations

Position Overview

Responsible for supervising customer service agents and other staff including riders and drivers. Trains, coaches, and mentors employees on how to deliver the best customer service possible.

Key Responsibility Areas

Rider / Driver Management

• Demonstrating outstanding leadership skills by providing guidance and support to ground staff. 
• Escalating conflicts or work-related issues to the Key Account Executive if necessary.
• Handling issues related to shift, rosters, accidents, emergency cases, and escalating them through the right channels.

Customer coordination

• Investigate customer’s problems and find solutions.
• Communicate with customers via phone, email, or letter.
• Hire, train, and terminate customer service agents.
• Provide scripts to read from during phone calls.
• Handle major incidents that cannot be resolved by agents.
• Resolve complaints and order issues.
• Ask customers to provide feedback on agents and customer service experience.

Reporting

• Analyze data and statistics.
• Compile and print reports on overall customer satisfaction.
• Isolate and identify areas of improvement.
• Issue refunds to customers.
• Oversee product exchanges and returns.

Operational Efficiency

• Monitoring Delivery Associates productivity and providing constructive feedback to the reporting manager on timely basis and escalating training requests to the concerned department.
• Ensuring the staff are developed to their maximum skills to achieve optimum level of service to the client and customer.
• Train agents on how to adequately address problem over the phone or how to write correspondence.
• Utilize social media to respond to customer complaints and praise.

Job Requirements / Desired skills set

• Graduate in any discipline with 5 – 6 years of proven work experience as team leader or supervisory roles
• Strong communication and interpersonal skills to communicate with all levels of staff.
• In Depth knowledge of Performance metrics and SOP.
• Familiarity with company policies and legal guidelines.
• Outstanding organizational, leadership and problem-solving skills.

Position Overview

Monitoring, summarizing, interpreting the data, and preparing various reports to help the management to identify the issues, make decisions and improve business processes.

Key Responsibility Areas

MIS Reporting

• Generating various reports such as zone, store performance, overall MIS performance, UTR, overtime, penalty etc., and sharing them with the concerned department in accurate and timely manner.
• Providing recommendations to update current MIS to improve reporting efficiency and consistency. 
• Developing MIS system for client management and internal communication. 
• Providing strong reporting and analytical information support to the management. 
• Calculating distance travelled by each delivery associate and sharing with the finance department to prepare client invoices. 
• Performing data analysis for generating reports on periodic basis.

Cash on Delivery (COD) Management

• Following-up for COD on timely manner and responding to Client emails for COD issues.
• Keeping a track of cash on delivery and paid orders and escalating to the reporting head and concerned department in case of non-remittance.
• Assisting accounts on monthly client invoicing for COD.

Attendance Management

• Tracking and preparing hourly/daily attendance report of delivery associates and sharing with the operations team to curb tardiness and absenteeism.
• Ensuring that delivery associates log in and log out as per the schedule and are in their allocated zone and locations.
• Scheduling break times for delivery associates as per the order influx and availability.
• Preparing rosters and publishing it to the delivery associates.

Job Requirements / Desired skills set

• Bachelor’s/Master’s degree in any discipline preferably from statistics/finance background  
• Minimum 3 years’ experience as analyst in a professional setting
• Excellent analytical skills and Strong business acumen
• High proficiency in Microsoft Office applications
• Good interpersonal skills and communication skills to work with different management levels