If you thrive in a fast-paced, dynamic setting and aim to refine your skills in managing stakeholders, this opportunity is perfect for you. As the Driver Care Lead, you'll oversee the day-to-day activities, metrics, and performance of our frontline support and onboarding operations. Additionally, you'll play a crucial role in standardizing operating procedures within the Care Operations team and pinpointing areas for enhancement using both quantitative and qualitative assessments. This position will also require strong analytical skills and collaboration with various stakeholders to enhance the support experience. Working closely with the Service Excellence team, you'll contribute to Gojek's mission of delivering exceptional experiences to all users.
What You Will Do
Accountable for leading the driver onboarding and support team, ensuring a quick and seamless experience for driver-partners at the GoHub
Management of day-to-day operations of the team, including communications and KPI performance management
Drive results through strong internal and external collaboration to improve the quality and efficiency of the team
Support & drive operational requirements, to achieve and exceed team productivity and service level targets
Responsible for the design, deployment and maintenance of processes arising from new product launches and enhancement to existing process flows
Understand reporting needs and provide appropriate data analysis on performance metrics for stakeholders
Work with relevant stakeholders to identify and prioritize improvement initiatives and other cross-functional projects
What You Will Need
At least 2 years of working experience as an operations manager in a contact center / frontline customer service operations
Experience in managing teams, motivating, coaching and inspiring team members to achieve excellent customer experience
Address conflicts and interpersonal issues within the team professionally and diplomatically
Ability to make informed decisions under pressure, considering both short-term and long-term implications
Keen eye for detailed process steps & identification of gaps/opportunities
Strong stakeholder and project management capabilities
Efficiently manage time, resources, and priorities to ensure productivity and meet deadlines
Keep customer needs in mind when making decisions and managing operations