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.