Retention Officer

Job Summary: He/She will ensure driver satisfaction, minimize driver turnover and maximize contract renewals.

Key Responsibilities:

(1) Contract Renewals:

• Monitor driver contract expiry dates.
• Proactively reach out to drivers to discuss contract renewals.
• Address any concerns or issues that may impact renewal decisions.

(2) Driver Retention:

• Gather and monitor feedback from drivers calls and meetings.
• Address driver complaints and concerns promptly and effectively.
• Provide alternatives for drivers to increase retention performance.

(3) Reporting and Analysis:

• Prepare regular reports on driver retention rates, contract renewals, and drivers’ satisfaction.
• Analyse driver turnover data to identify trends and preferences.
• Use insights to improve driver satisfaction and retention performance.

(4) Administrative and Other Duties:

• Assist with administrative tasks as needed, such as maintaining driver records and scheduling meetings.
• Any adhoc duties as assigned.

Required Skills and Qualifications:

• Strong interpersonal and communication skills
• Problem-solving and decision-making skills
• Data analysis and reporting skills
• Strong organizational and time management skills
• Experience in customer service is preferred