Background information about the job or company

HCS Affiliates Group, is a one-stop human resources and management consultancy organization, headquartered in Nairobi, Kenya.

Our client, an on-demand Courier Service that delivers products ordered through their mobile app seeks to recruit A Staff Coordinator, who will be a key point of contact between the company and their customers.

Responsibilities or duties

• Coordinate operations control center
• Maximize the productivity of resources (people, technology etc.)
• Coach and handhold agents to maintain high operations standards
• Monitor and improve order delivery time whilst minimizing order cancellations.
• Evaluate performance with key metrics (etc.)
• Ensure quality assurance checks are completed and maintained
• Optimize delivery times and maximize Gsat
• Assist all the three users to ensure satisfaction
• Analyze daily and weekly operation metrics with a macro view of the long-term success of cities.
• Mentor staff and provide them with support required in their roles.
• Give structured and actionable daily feedback to the Team Lead/Supervisor
• Plan, perform and oversee audits on RTO processes to ensure the quality deliverable.
• Analyze quality results and present possible solutions and improvements to the Hub Supervisor.
• Interpret and comply with company quality standards.
• Follow the procedures of sampling and guidelines for collection and reporting quality data.
• Detect coaching needs and take actions in accordance with these needs in order to ensure compliance with quality standards
• Provide coaching inputs to the Supervisor and HQ in order to maximize agents’ efficiency and quality.
• Report on results of quality audits.
• Assist the OCC team when need be.
• Any other task related to operations

Qualifications or requirements

• Be able to work under pressure and track thousands of movements every day
• Very good command of English, both written and spoken
• Proficient in MS Office, G-docs and call centre equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Willingness to work weekends, early mornings, late nights, and occasional holidays, in an operational 24/7 environment
• Positive and patient
• Ability to multitask is highly recommended
• Ability to learn quickly and adopt to a fast-paced environment

Any other provided details

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• Coordinate operations control center
• Maximize the productivity of resources (people, technology etc.)
• Coach and handhold agents to maintain high operations standards
• Monitor and improve order delivery time whilst minimizing order cancellations.
• Evaluate performance with key metrics (etc.)
• Ensure quality assurance checks are completed and maintained
• Optimize delivery times and maximize Gsat
• Assist all the three users to ensure satisfaction
• Analyze daily and weekly operation metrics with a macro view of the long-term success of cities.
• Mentor staff and provide them with support required in their roles.
• Give structured and actionable daily feedback to the Team Lead/Supervisor
• Plan, perform and oversee audits on RTO processes to ensure the quality deliverable.
• Analyze quality results and present possible solutions and improvements to the Hub Supervisor.
• Interpret and comply with company quality standards.
• Follow the procedures of sampling and guidelines for collection and reporting quality data.
• Detect coaching needs and take actions in accordance with these needs in order to ensure compliance with quality standards
• Provide coaching inputs to the Supervisor and HQ in order to maximize agents’ efficiency and quality.
• Report on results of quality audits.
• Assist the OCC team when need be.
• Any other task related to operations

• Be able to work under pressure and track thousands of movements every day
• Very good command of English, both written and spoken
• Proficient in MS Office, G-docs and call centre equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Willingness to work weekends, early mornings, late nights, and occasional holidays, in an operational 24/7 environment
• Positive and patient
• Ability to multitask is highly recommended
• Ability to learn quickly and adopt to a fast-paced environment

• BA/BSc/HND