Our client, an on-demand Courier Service that delivers products ordered through their mobile app, is seeking to recruit an RTO Staff Coordinator. The successful candidate will be a key point of contact between the company and their customers, ensuring operational excellence and high-quality service delivery in a fast-paced environment.
Role Overview
The RTO (Real-Time Operations) Staff Coordinator is responsible for managing the operations control center, optimizing delivery times, and mentoring agents to ensure a seamless customer experience. This role requires high adaptability, as it operates in a 24/7 environment involving shift work.
Duties and Responsibilities
Coordinate the operations control center to ensure smooth daily activities.
Maximize the productivity of resources, including personnel and technology.
Coach and handhold agents to maintain high operational standards.
Monitor and improve order delivery times while minimizing order cancellations.
Evaluate performance using key metrics and quality assurance checks.
Optimize delivery times and maximize customer satisfaction (Gsat).
Assist all three user groups (customers, drivers, and partners) to ensure overall satisfaction.
Analyze daily and weekly operation metrics with a macro view for the long-term success of the cities.
Mentor staff and provide them with necessary support in their roles.
Give structured and actionable daily feedback to the Team Lead or Supervisor.
Plan, perform, and oversee audits on RTO processes to ensure quality deliverables.
Interpret and comply with company quality standards and sampling procedures.
Detect coaching needs and take corrective actions to ensure compliance with standards.
Provide coaching inputs to the Supervisor and HQ to maximize agent efficiency.
Assist the OCC (Operations Control Center) team and perform other tasks related to operations.
Qualifications and Requirements
Education: BA/BSc/HND qualification.
Language: Very good command of English, both written and spoken.
Technical Skills: Proficient in MS Office, G-docs, and call center equipment/software programs.
Soft Skills: Outstanding communication, interpersonal, organizational, and leadership skills with strong problem-solving ability.
Attributes: Positive, patient, able to multitask, and capable of learning quickly in a fast-paced environment.
Availability: Willingness to work weekends, early mornings, late nights, and occasional holidays in an operational 24/7 environment.
Capability: Ability to work under pressure and track thousands of movements every day.
How to Apply
Applicants who meet the requirements stated above should send their applications and detailed CVs, including a daytime telephone number, to the email address: jobs1@hcsaffiliatesgroup.com.
Application Instructions:
Indicate RTO STAFF COORDINATOR on the subject line.
Candidates MUST indicate their Current and Expected salaries in the application.
How to Apply
Applicants who meet the requirements should send their applications and detailed CVs with a daytime Telephone number to jobs1@hcsaffiliatesgroup.com.
Important Notes:
Use RTO STAFF COORDINATOR as the subject of your email.
You MUST include your Current and Expected salary in your application.
