Job Purpose

Oversee service delivery resource allocation 

• Monitor monthly work plans for the team to ensure consistency in customer expectations
• Approve allocation of vehicles and resources
• Approve exceptional dispatch plans with Delivery Manager
• Monitor all vehicle scheduling and inspection requirements (vehicle registrations, fines).

Analyse business data

• Analyse all dashboard reports (DMS and CRM) to spot trends and improve existing processes
• Develop monthly and ad-hoc reports as per stakeholders and department requirements
• Report department KPIs monthly
•  Deliver information for cost analysis
• Analyse trends and submit report to Delivery Director for continuous improvement

Manage route performance

• Analyse route performance to identify top and bottom performers
•  Monitor quality, accuracy and consistency of dispatch plan versus actual route performance
• Implement action plan to improve route performance when required

Manage client relationship(s)

• Contribute to the project operational strategy and manages lead to cash process
• Maintain accurate and complete customer data in CRM and DMS systems
• Improve overall customer experience
• Develop standard operating procedures
• Continuous improvement on customer satisfaction survey
•  Resolve escalated issues raised by customers
• Manage key customer communication
• Monitor the quality day to day calls and emails received by the LDSC team

Manage Access, Time and Attendance (ATA)

• Quality control facial recognition
• Allocate monthly shifts
• Update changes in shifts
•  Achieve the OT eligibility hours
• Follow up on technical issues

Job Details

Preferred Candidate