Get to know our Team:
Dynamic team who provide you the environment to grow and better career.
Get to know the Role:
Supervise for day-to-day Grab Driver Centre Operation at Makassar Branch/es and assisting GDC Manager and Assistance Manager with managerial and administrative functions. To achieve satisfactory Dax and Pax experience during visit to Grab Driver Centre.
The day-to-day activities:
- Supervise day-to-day operations at Grab Driver Centre.
- Monitors quality, performance and SLA ( Service Level Agreement) at GDC to achieve the KPI. Target Average Handling Time ( AHT) 15 minutes and Average Waiting Time (AWT) 30 minutes.
- Maintain First Call Resolution (FCR) at minimum 90%.
- Maintains knowledge of all Team members related by functions, cross functions to ensure all Team members can deliver good service to Dax and Pax.
- Evaluating Team performance and providing feedback and coaching as needed.
- Briefing Team on current goals, projects, promotions and other relevant information.
- Provide Daily, Weekly and Monthly reports regarding operations and productivity.
- Formulates recommendations and provide feedback to management regarding operational policies and procedures.
- Schedules, supervises, and motivates GDC Team in an effort to maintain optimal member service satisfactions level.
- Assists in training of new team’s and Team members.
- Assist in managing the security and safety of the branch, by analysing security and safety policies and procedures. Alerts Team of any changes.
- Maintain control over audit procedures to ensure compliance with control. If weaknesses are identified, reports them to Manager & Assistance Manager GDC.
- Hold responsibility for auditing all Team members, including fraud issues, etc.
- Resolves Dax/Pax problems and Team member complaints as needed.
- Performs other various duties as assigned.
- Work & build strong relationships with PE, IT, Support, Finance, and other related Department to ensure smooth coordination to deliver customer experience as agreed
The must haves:
- Bachelor Degree with min GPA 3.0
- 3-5 years experience
- Excellent verbal and written communication skills
- Strong Customer Service Skills
- Good communications & leadership skills
- Human Resource Management Skills
- Results Driven Attitude
- Attention to Detail
- Ability to motivate Team members
- Ability to supervise multi-functional tasks
- Ability to handle confidential /sensitive information in a professional manner
- Basic Computer Skills
- Fluent in english
- Innovative & integrity
