Associate, Operations Control Centre

Job Responsibilities Operational & Communication Management Handle inbound/outbound calls and respond to customers, vendors, stakeholders, management promptly across platforms (WhatsApp, Teams, Email). Ensure accurate and timely updates in booking systems and maintain documentation for audits. Communicate job details and instructions clearly to driver-partners, customers and stakeholders Provide constructive feedback to improve operational workflows and participate in projects, including UAT. Customer Service Excellence Monitor and coordinate trip assignments effectively according to operational KPI Manage bookings, amendments, cancellations, and special requests according to operational KPI Resolve service issues (delays, breakdowns, no-shows) and execute recovery measures (e.g., replacement vehicle). Assist with lost item retrieval and maintain high service standards under pressure. Possess good communication skills and astute ability to understand customers' requirements. Responds e...