Driver Operations Lead

2 weeks ago

Manila, National Capital Region, Philippines Lalamove Full time

Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer customers a lightning fast and convenient way to book delivery and moving services whether they are at their home, at work or on the go. People talk about O2O, we live it Currently, Lalamove is a leading global on-demand delivery platform with millions of delivery partners serving millions of orders every day.

At Lalamove, we strongly believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter. Delivery is what we do best and we ensure it is always fast and simple.

The Driver Operations Lead

is responsible for overseeing the daily operations of the call-out team, ensuring agents effectively engage with leads, meet performance targets, and provide excellent service. This role involves monitoring KPIs, coaching agents, and implementing strategies to improve call efficiency and conversion rates.

What you'll do:

  1. Operational Oversight
    • Supervise the call-out team, ensuring adherence to call scripts, quality standards, and performance metrics.
    • Monitor real-time call volume, agent activity, and campaign performance to maximize efficiency.
  2. Performance Monitoring and Coaching
    • Track and analyze agent productivity, call quality, and conversion rates.
    • Conduct regular coaching sessions to improve call-handling skills and benefit-selling techniques.
    • Provide feedback and support to agents struggling with performance.
  3. Reporting and Strategy Implementation
    • Generate and analyze call performance reports to identify trends and areas for improvement.
    • Work closely with the management team to optimize call strategies and align with business goals.
    • Ensure compliance with company policies and industry regulations.
  4. Collaboration and Process Improvement
    • Coordinate with other teams (e.g., Driver Verification, Hubs, or Sales) to ensure smooth processing of leads.
    • Identify gaps in the call-out process and suggest improvements for efficiency and effectiveness.
    • Assist in the training and onboarding of new agents.

What we seek:

  • Data-driven mindset with experience in reporting and performance analysis.
  • Proficiency in CRM systems and call monitoring tools is a plus.

What you'll need:

  • At least 2 years of experience in a supervisory role within call operations, telemarketing or customer engagement.
  • Strong leadership and coaching skills with the ability to motivate a team.
  • Excellent communication and problem-solving abilities.
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