Job Description

Roles & Responsibilities

As an Operations Manager, you will be responsible for overseeing the daily operations of DUBZ, managing the operational staff and contact centre agents, and ensuring smooth and efficient service delivery. You will require to have strong leadership, excellent problem-solving skills, and the ability to implement and manage operational tools and systems.
In this role, you will
• Team Management:
• Supervise and manage a team of check-in agents, drivers, porters
• Manage contact centre agents who handle B2C and B2B customer via various communication channels
• Lead teams in operational and strategic projects aimed at improving processes, enhancing efficiency, and implementing new tools or systems
• Manage team performance, including coaching, mentoring, and conducting performance evaluations
• Operational Planning and Improvements:
• Plan daily operations, especially during busy periods
• Review and adjust resources based on operational requirements
• Identify opportunities to improve operational efficiency through automation and new tools
• Implement and manage operational tools and systems, including payment gateways and planning tools
• Issue Resolution:
• Address and resolve operational issues escalated by supervisors
• Provide support and guidance to operations and contact center staff
• Escalate to COO issues on a timely manner
• Stakeholder Management:
• Build and maintain strong relationships with external partners such as authorities, clients and service providers to ensure alignment with operational goals
• Act as the primary point of contact between stakeholders and internal teams, addressing concerns and ensuring smooth collaboration
• Communication & Reporting:
• Serve as a liaison between operational staff and the COO for administrative requirements and daily issues
• Prepare operational and financial reports, including monthly revenue and expense reports
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