Operation Supervisor - Express

ZAJEL Courier Services; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

ZAJEL Courier Services is seeking an Operation Supervisor to enhance operational efficiency and elevate customer service quality. The role involves managing couriers, resolving customer complaints, and improving workflows. The ideal candidate will hold a relevant bachelor's degree and possess strong supervisory experience. This position is crucial for maintaining high service standards in a fast-paced courier environment.

Qualifications

• Minimum 4-6 years of experience in a similar environment.
• At least 2 years in a supervisory capacity.

Responsibilities

• Responsible for managing couriers and resolving customer issues.
• Establishes internal guidelines for operations to ensure high performance.
• Monitors operational activities and oversees application processing.

Skills

Leadership

Customer Service

Operational Efficiency

Education

Bachelor's degree in business management or related field

Job description

The Operation Supervisor is responsible for ensuring efficient functioning of ZAJEL s operations by managing couriers as well as resolving customers issues, complaints, and escalations.

Requirements

• Bachelor's degree in business management, or in a related field or higher
• Minimum 4-6 years of experience in a similar environment with at least 2 years in a supervisory capacity

Workflow Management

• Establishes internal guidelines and procedures for the operations department to ensure high performance from the department
• Implements adequate workflow systems, monitoring mechanisms, and control mechanisms to ensure the expected service levels are delivered
• Plans and assigns route for the couriers as per the load and deliveries value
• Handles customers incidents and complaints related to his/her team and handles escalations if any
• Monitors the daily operational transactions, checks pending deliveries and pickups and takes corrective action accordingly
• Modifies department work plans according to changes in operations such as leave, holiday, or a heavy workload

Managing Operations

• Monitors the progress of all operation activities on an ongoing basis
• Maintain logs to track the services of the department
• Oversee the total applications processed and calculate the daily target of the couriers
• Backlog applications to be allocated and distributed well in the process of achieving targets on completion of the targets
• Reports system and applications errors by creating error snapshots or reports
• Facilitates resolution of these errors by coordinating with the relevant business units and providing inputs
• Monitoring and proper investigation and closure of courier related accident/incident and near-miss.

Team Management

• Monitors new hire progress via reports submitted by Seniors/Executives and basis absenteeism, behavior and knowledge
• Coordinates operational activities related to the team such as monitoring and submitting timesheets, leave regulation etc.
• Mentors operations team and providing 'hands-on' technical leadership as required

Policies, Systems, Processes and Procedures

• Recommends, develops and implements operational plans and policies to support near term performance targets as well as long-term strategic business objectives
• Ensures that policies and processes fulfil all procedural/legislative requirements while delivering a quality, cost-effective service

Quality Management and Continuous Improvement

• Ensures compliance to all relevant quality management procedures and controls to guarantee compliance and delivery of high-quality service
• Stimulates and contributes to the identification of opportunities for continuous improvement of systems, processes and practices considering best practices, improvement of business processes, cost reduction and productivity improvement

MIS and Reports

• Creates daily reports for all services rendered by the operations department and ensures that all services are updated in the system
• Prepares timely and accurate MIS statements and reports as required

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