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. The successful candidate will manage the operations control center, optimize productivity, and maintain high service standards.
Duties and Responsibilities
Coordinate operations control center activities.
Maximize the productivity of resources, including people and technology.
Coach and handhold agents to maintain high operations standards.
Monitor and improve order delivery time while minimizing order cancellations.
Evaluate performance with key metrics.
Ensure quality assurance checks are completed and maintained.
Optimize delivery times and maximize customer satisfaction (Gsat).
Assist customers, couriers, and partners to ensure overall satisfaction.
Analyze daily and weekly operation metrics with a macro view of the long-term success of 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 Return to Origin (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 results of quality audits.
Assist the Operations Control Center (OCC) team when necessary and perform other operational tasks.
Requirements
Bachelor's degree (BA/BSc) or Higher National Diploma (HND).
Ability 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 center equipment/software programs.
Outstanding communication and interpersonal skills.
Excellent organizational and leadership skills with problem-solving ability.
Willingness to work weekends, early mornings, late nights, and occasional holidays in a 24/7 environment.
Positive and patient attitude.
High ability to multitask.
Ability to learn quickly and adapt to a fast-paced environment.
How to Apply
Applicants who meet the requirements stated above should send their applications and detailed CVs with a daytime telephone number to the email address: jobs1@hcsaffiliatesgroup.com.
Please indicate RTO STAFF COORDINATOR on the Subject line.
Note: Candidates MUST indicate their Current and Expected salaries in their application.
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. Indicating RTO STAFF COORDINATOR on the Subject line. Candidates MUST indicate their Current and Expected salaries. You can also apply via the portal at https://www.myjobmag.co.ke/job-application/1215286.
