RTO Staff Coordinator – Readvertisement at HCS Affiliates Group
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 of cities.
Mentor staff and provide them with 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 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
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
Applicants who meet the requirements stated above should send their applications and detailed CVs with a day – time Telephone number to the email address: mailto:[email protected]. Indicating RTO STAFF COORDINATOR on the Subject line-
Candidates MUST indicate their Current and Expected salaries.
