Senior Bus Operations & Staff Experience Lead

SMRT TRAINS LTD.; Singapore; On-site; SGD 33,000 - 47,000; Full time

Job summary

SMRT Buses Ltd is seeking an Operations Support staff to assist in daily interchange operations, ensuring buses and Bus Captains are deployed and on schedule. Responsibilities include monitoring attendance, organizing training, addressing staff welfare, handling customer enquiries, performing service recovery and crowd control, and generating ad hoc reports as needed.

The role requires at least a NITEC, 1 year of related experience, proficient MS Office skills, and strong customer service

Qualifications

• Candidate should possess at least a NITEC in any field or equivalent.
• At least 1 year of working experience in a related field is required.
• Proficient in Microsoft Office.
• Good customer service skills.

Responsibilities

• Assist in the daily operations of the interchange and ensure that buses and Bus Captains are optimally deployed and operating according to schedule.
• Monitor attendance of Bus Captains and ensure that they comply with all rules and regulations set out by the Company and the authorities.
• Schedule group sharing session / training whenever necessary and to monitor progress.
• Staff engagement pertaining to work related issues, company policies or feedbacks.
• Be the custodian for staff welfare and work out initiatives to improve welfare of staffs.
• Attend to customer’s enquiries, feedback and perform service recovery and crowd control.
• Ensure that security personnel and cleaners are deployed at premises according to the schedule provided.
• Ensure adherence to Standard Operating Procedure, work instructions, call handling and service standards.
• Perform mystery audits at interchanges on people, processes and infrastructure.
• Submit daily checklist on the first / last parade check of premise.
• Assist commuters to board the bus if necessary.
• Assist in generating ad hoc reports.

Skills

Customer service

Microsoft Office

Education

NITEC in any field

Tools

Microsoft Office

Job description

SMRT Buses Ltd is seeking an Operations Support staff to assist in daily interchange operations, ensuring buses and Bus Captains are deployed and on schedule. Responsibilities include monitoring attendance, organizing training, addressing staff welfare, handling customer enquiries, performing service recovery and crowd control, and generating ad hoc reports as needed.

The role requires at least a NITEC, 1 year of related experience, proficient MS Office skills, and strong customer service