Digital Operations Supervisor

• Provide support to the Digital Operation Specialist team by reviewing tasks and intervening when necessary.
  
• Establish and maintain the internal structure of the team for optimized workflow and collaboration.
  
• Assist the team in identifying, resolving, and escalating defects or issues as they arise.
  
• Monitor team performance and generate metrics to measure their productivity and adherence to service level agreements (SLAs).
  
• Serve as a liaison between operators and different departments within the organization.
  
• Conduct daily reviews to ensure the quality of all trips and address any issues promptly.
  
• Facilitate smooth communication between internal and external stakeholders, working closely with operators.
  
• Assign tasks and customers to operators, ensuring a fair and balanced workload distribution.
  
• Create a rotating schedule for operators, allowing them to gain experience with different customers and ensuring consistent service quality.
  
• Provide coaching and guidance to the team on enhancing the quality and efficiency of operations.
  
• Regularly report team performance and challenges to the head of operations on a weekly basis.
  
• Receive performance and quality reports from the data team, utilizing the "ask on data team" process for requesting tasks or information.
  
• Share monthly trip details of the team with the data team.
  
• Support the finance team by providing clarifications regarding trip details as needed.
  
• Conduct bi-monthly data reviews to validate trip numbers for accurate reporting to the finance team.
  
• Conduct weekly meetings with the team to discuss performance, address concerns, and foster collaboration.
  
• Report the number of trips and customer details to the sales team for business analysis.
  
• Share suggestions with the tech team to improve the efficiency of trips and operational processes.
  
• Provide daily reports on trips to the Head of Operations.
  
• Conduct regular audits of the teams performance to ensure compliance with standards and identify areas for improvement.
  

Requirements

• Minimum of 5 years of experience in operations.
  
• Proficient in utilizing Google Sheets for data management and analysis.
  
• Strong communication skills.
  
• Demonstrates leadership skills, capable of supervising and guiding a team.
  
• Possesses a strong and assertive personality, able to handle challenging situations professionally.