Operations Support Specialist

Job Description

Job Overview:

• The Operation Support Specialist is responsible for face-to-face interactions and phone with Employees (Capital Delivery agents & drivers & Sales agent & workers) that include dealing with inquiries, complaints, requests, coaching, and dealing with violations. Also applies bonuses and deductions based on pre-set performance metrics.

Responsibilities and Duties:

• Handling walk-in Employees who visit the operations Support office on a daily basis, dealing with their issues, requests, or complaints through one-stop resolution and for longer cases, assigning issues on the CRM system to concerned departments, and following up on each case.
• Represent the Employee’s voice in sharing feedback on their concerns through periodical reporting.
• Identify and prioritize Employee feedback, potential opportunities, and drive change in the needed areas, working closely with cross-functional teams.
• Work closely with relevant Employees and customer experience teams to streamline processes and apply best practices.
• Handling tickets received from other Capital Teams within agreed SLAs and quality standards.
• Work by metrics to evaluate captain KPIs including speed, efficiency, effectiveness, quality, and accuracy.
• Solve critical Employee problems and improve experience KPIs through data analytics and creation of action plans for continuous improvement.
• Identify gaps in Employees Experience and propose solutions to resolve & improve.
• Work on weekly/monthly reports.