Senior Officer - Driver Care

Job Description

The Sr. Officer – Driver Care is responsible for supervising shift operations to ensure a seamless and efficient driver support experience. This role plays a critical part in delivering high First Time Resolution (FTR) rates and maintaining a high-quality service experience for internal customers (Drivers). Will lead shift teams, monitor service metrics, and coordinate with cross-functional teams to promptly resolve driver issues, contributing directly to operational excellence and customer satisfaction.

Responsibilities

STRATEGIC :

Align shift operations with organizational KPIs such as driver satisfaction, retention, compliance, and uptime, supporting overall business performance.

Forecast support needs based on historical trends, driver activity, and seasonal patterns, ensuring adequate manpower and smooth han

dovers between shifts

Cont ...Operational

 Support the Driver Care Lead in implementing new processes and improvement initiatives.

 Maintain records of incidents, challenges, and resolutions during the shift.

 Ensure shift handovers are properly documented and communicated.

OPERATIONAL

Supervise and manage Driver Care Agents during the assigned shift, ensuring effective task allocation and adherence to service standards

 Provide on-the-spot guidance, coaching, and support to team members to handle driver queries efficiently.

 Monitor team performance during shifts and ensure service KPIs (waiting time, handling time, issue resolution) are met.

 Conduct shift briefings and debriefings to align the team on daily priorities and any updates.

 Handle minor disciplinary issues, escalate serious matters to the Driver Care Lead, and ensure a positive work environment.

 Promote teamwork and ensure seamless handovers between shifts.

People Management

Supervise and manage Driver Care Agents during the assigned shift, ensuring effective task allocation and adherence to service standards.

PRODUCT / PROCESS

IMPROVEMENT

dentify operational challenges and propose solutions to improve shift efficiency and driver experience.

> Implement process improvements shared by the Driver Care Lead and provide feedback for further optimization.

> Monitor recurring driver issues and escalate patterns or improvement opportunities to the Driver Care Lead.

> Ensure adherence to SOPs and suggest updates where processes can be simplified or made more effective.

> Share shift-level insights and recommendations to enhance service quality and reduce handling and waiting times.

Qualifications

> Relevant Bachelors Degree

> Experience managing multi-shift operations and cross-functional coordination.

> Proven track record of driving service improvements and meeting KPIs.