Operations Analyst

6 months ago

Brampton, Canada Draiver Full time

**Main Responsibilities**
- Ensure all performance metrics and quality of service levels are met to guarantee operation excellence
- Manage client operations and be the main point of contact, listening and connecting with them, sharing operation updates, materials and providing training.
- Setting up regular meetings with the most strategic partners of the region;
- Make sure that major routines are executed with excellence and discipline
- Stakeholder management: Be the leader to guarantee that Commercial, Marketplace, Projects teams will be aligned in the best direction to the local business
- Operational problem solving: Using the best of our team to execute A/B testing, data analysis and get creative solutions
- Ensures daily activities of driver contractors are assigned and accomplished on-time.
- Manage emergency situations and vehicle breakdown/roadside assistance for the driver contractors
- Resolves problems by working with both customer/account and driver contractors
- Act as an owner and manager of assigned accounts while proactively assisting other team members with their assigned accounts, as needed or directed.
- Works with Management in assisting with the execution of account profitability.
- Meet goal of ticket response time set by the Department Head
- Escalates unresolved issues to management as appropriate.
- Must be able to handle multiple duties at once in a calm and accurate manner.

**Qualifications**:

- 2 years of operations, customer service, dispatch, or scheduling experience required
- Strong ownership and self-guided problem solver
- Excellent phone demeanor and customer service skills
- Ability to work and think independently
- Excellent organizational and time management skills
- Excellent verbal, interpersonal, judgment, and problem-solving skills
- Experience with using CRM (preferably with Salesforce and Hubspot)

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