Live Operations Manager
Snoonu
Total years of experience :7 years, 1 Months
Looking after live operations and end to end delivery of the daily orders from the time it’s initiated till it gets delivered to the customer.
Communicating all emergencies, delays due to weather, and carrier schedule changes to customers and supervisors.
Responsible to monitor the entire delivery cycle and to assist the riders in their complaints queries.
Understanding Riders, Drivers or Customers query and resolving in a postive and constructive manner will help to keep your customers and riders both. Responsible to recruit and train the executives and Supervisors of the team on SOPs, KPIs and to ensure 100% coverage on all the channels (Chat, Voice, Social Media)
Responsible to look after the daily operations of the shift and to resolve issues and queries related to the product, tech and operations to ensure that operations are running smoothly.
Responsible to create SOPs of the department related to rider operations and rider support by coordinating with other stakeholders and departments and to ensure implementation of the SOPs.
Responsible to audit and deep dive into data to create analysis related to contact reasons, performance trend, and business requirements for the improvement in SOPs, Quality and CSAT/RSAT.
Responsible to create and approve departmental schedule as per the capacity planning and to look after the workforce management.
Responsible to present the weekly departmental performance to the management related to KPIs, team’s performance along with the action plan to improve the performances.
Assume all responsibility and accountability for retail and e-commerce operations by effectively managing and delegating to direct and indirect reports - Plan and prioritize by evaluating weekly sales, projects, and tasks, as well as the normal day-to-day operations.
Strategically analyze the Omni location's schedule and ensure the staffing plan meets the needs of the business using Power BI.
Ensure the e-commerce operations processes orders to standards and manages inventory levels to meet customer demands.
Maintain outstanding store condition and visual merchandising standards. Be a shining example of well behavior and high performance.
Present all the technical and supply training requirements.
Maintain updated curriculum database and training records.
Open & Close contract / Check out / In vehicles, track vehicle status ( On- Hire / Idle / Need service & maintqaince. Check vehicle maintaince status Resolving customer complaints via phone & e-mail on remote areass. Keep records of customer interactions & transactions.
Managing all documents of accident vehicles & submit to inurance dept. Making NRT ( non - revenue transfer ) whenver transfer vehicle to another location.
Makiing an estimation of the damages of the vehicles other than Najm reports and copmmunicate to the customer.
Intimating customer for Motor vehicles peridoic inspection & vehicle registration renewel before expiry through e-mail or call.
Providing replacement in-case of any break-down vehicle in remote areas. Communicate to customer regarding primary release vehicles & deliver to customer.
Handling the fleet approx 3000 vehicles.