RTO Staff Coordinator

Key Responsibilities

• Operations Coordination: Manage and coordinate the operations control center to ensure smooth daily activities.
• Resource Optimization: Maximize the productivity of resources, including staff and technology systems.
• Staff Mentorship: Coach and handhold agents to maintain high operations standards; mentor staff and provide necessary support for their roles.
• Performance Monitoring: Monitor and improve order delivery times while minimizing order cancellations; evaluate performance using key metrics.
• Quality Assurance: Ensure quality assurance checks are completed and maintained; interpret and comply with company quality standards.
• Customer Satisfaction: Optimize delivery times and maximize Customer Satisfaction (GSat); assist all users to ensure satisfaction.
• Metrics Analysis: Analyze daily and weekly operation metrics with a macro view of the long-term success of various cities.
• Feedback & Auditing: Provide structured and actionable daily feedback to the Team Lead/Supervisor; plan, perform, and oversee audits on RTO processes.
• Process Improvement: Analyze quality results and present possible solutions and improvements to the Hub Supervisor; provide coaching inputs to maximize agent efficiency.
• Operational Support: Assist the Operations Control Center (OCC) team and handle other tasks related to operations as needed.

Requirements and Qualifications

• Education: Degree (BA/BSc) or Higher National Diploma (HND).
• Pressure Management: Ability to work under pressure and track thousands of movements every day.
• Communication: Excellent command of English (both written and spoken) with outstanding interpersonal skills.
• Technical Proficiency: Proficient in MS Office, G-docs, and call center equipment/software programs.
• Leadership: Excellent organizational and leadership skills with strong problem-solving abilities.
• Flexibility: Willingness to work weekends, early mornings, late nights, and occasional holidays in a 24/7 operational environment.
• Adaptability: Ability to learn quickly and adapt to a fast-paced environment; positive and patient attitude.
• Multitasking: High recommended ability to multitask effectively.

How to Apply

Applicants who meet the requirements stated above should send their applications and detailed CVs, including a day-time telephone number, to the email address: jobs1@hcsaffiliatesgroup.com. Please indicate RTO STAFF COORDINATOR on the subject line. Candidates MUST indicate their current and expected salaries in their application.