Dispatch Team Leader – Skipcart

Dispatch Team Leader – Skipcart

Requirements

• Excellent communication skills.
• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Proficient in Google Workspace or related software.
• Excellent organizational skills, with the ability to prioritize work.
• Ability to explain technical problems and offer solutions to those without technological training.

Responsibilities

• Manage escalations: Utilize knowledge of escalation processes to effectively deescalate qualifying situations, ensuring a positive outcome for both drivers and clients.
• Monitor Partner SLAs: Maintain a thorough understanding of individual partner/brand SLAs, ensuring compliance and timely resolution of any service issues.
• Conduct Refund and Reconciliation Processes: Oversee the refund and reconciliation processes associated with partner SLAs, ensuring accuracy and adherence to company policies.
• Implement Driver Guidelines: Understand and implement driver suspension and deactivation guidelines to maintain a reliable and efficient driver pool.
• Track Operational Trends: Analyze delivery performance data to identify patterns and recommend process improvements that enhance operational efficiency.
• Team Collaboration: Foster collaboration among team members to ensure seamless communication, problem resolution, and knowledge sharing.
• Training and Development: Mentor and train Operations Support Specialists and Delivery Operations Associates to enhance their understanding of policies, processes, and best practices.
• Maintain Performance Metrics: Monitor and evaluate team performance based on predetermined Key Performance Indicators (KPIs), providing feedback and insights to drive continuous improvement.
• Ensure Compliance: Adhere to company policies and work standards, promoting a culture of compliance and accountability within the team.

Preferred Qualifications

No preferred qualifications provided.