RTO Staff Coordinator

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 ofcities. - 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.