Our client, an on-demand Courier Service that delivers products ordered through their mobile app, is seeking to recruit a Staff Coordinator. The Staff Coordinator will be a key point of contact between the company and their customers, ensuring seamless operations and maintaining high service standards.
Duties and Responsibilities
Coordinate the operations control center (OCC).
Maximize the productivity of resources, including personnel and technology.
Coach and mentor agents to maintain high operations standards.
Monitor and improve order delivery time while minimizing order cancellations.
Evaluate performance using key metrics.
Ensure quality assurance checks are completed and maintained.
Optimize delivery times and maximize Customer Satisfaction (Gsat).
Assist all platform users to ensure satisfaction.
Analyze daily and weekly operation metrics with a macro view for the long-term success of various cities.
Mentor staff and provide them with the support required in their roles.
Give structured and actionable daily feedback to the Team Lead/Supervisor.
Plan, perform, and oversee audits on RTO processes to ensure quality deliverables.
Analyze quality results and present possible solutions and improvements to the Hub Supervisor.
Interpret and comply with company quality standards.
Follow sampling procedures and guidelines for collecting and reporting quality data.
Detect coaching needs and take actions to ensure compliance with quality standards.
Provide coaching inputs to the Supervisor and HQ to maximize agent efficiency and quality.
Report on the results of quality audits.
Assist the OCC team when necessary.
Any other task related to operations.
Requirements and Qualifications
Education: BA/BSc/HND degree.
Communication: Very good command of English, both written and spoken.
Technical Proficiency: Proficient in MS Office, G-docs, and call center equipment/software programs.
Operational Readiness: Ability to work under pressure and track thousands of movements every day.
Flexibility: Willingness to work weekends, early mornings, late nights, and occasional holidays in an operational 24/7 environment.
Personal Attributes: Positive, patient, and outstanding communication and interpersonal skills.
Problem-Solving: Excellent organizational and leadership skills with strong problem-solving ability.
Multitasking: Ability to multitask and learn quickly in a fast-paced environment.
How to Apply
Applicants who meet the requirements stated above should send their applications and detailed CVs with 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.
How to Apply
Applicants who meet the requirements should send their applications and detailed CVs (including a daytime telephone number) to jobs1@hcsaffiliatesgroup.com.
Important Instructions:
The subject line of the email must be: RTO STAFF COORDINATOR.
Candidates MUST indicate their Current and Expected salaries in their application.
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