Excellent customer service;Minimal dispatch related customer complaints;Communicate effectively with operations staff regarding scheduling or driver issues;Maintaining a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees;Reschedule trips as necessary in the event of vehicle malfunction, traffic, or emergency situations;Spare vehicles effectively used to ensure vehicle availability for preventive maintenance program;Provide feedback to Ops Manager and Director in the way of follow-up calls as a course of duty or as required by schedule changes;Monitor operators and trip status, making adjustments and reassignments as necessary to ensure on time performance;Review and answer complaints pertaining to dispatch or dispatch events;Reconcile trip manifests and fares collected by operators upon check-in;Maintain professional appearance and demeanor;Maintain two-way communication with operators, providing information on customers, cancellations, and directional assistance where necessary;Handling Monthly Dedicated Fleet for different clients as Panda,Maersk,Maaden,Flow

⦁ Maintaining reports with WFM , maintain call volume of inbound calls , call tagging reasons , summary reports of clients with dashboard. ⦁ Additionally, by creating, validating, analyzing and maintaining various Call Center related reports with the WFM department.⦁ Work with large data sets to answer key business questions using Ms Excel. ⦁ Assist with KPI dissemination and reporting.⦁ Generating reports regarding the SLA and number of calls received (Daily , Weekly , Monthly and MTD)⦁ Generating call center agents performance report with scheduling Upon SLA and target calls⦁ Make the daily call center SLA analysis and prepare.⦁ Create the call center pattern according to the business need⦁ Provide the assistance with daily reports according (SLA , Agent Punctuality , Adherence , conformance) daily when needed⦁ Insure proper adherence and implementation for HR related rules.⦁ Send periodic leave reports to the HR in their due dates.⦁ Generate and distribute management reports in accurate and timely manner.⦁ Develops MIS documentation to allow for smooth operations and easy system maintenance.⦁ Provide recommendations to update current MIS to improve reporting efficiency and consistency.⦁ Perform data analysis for generating reports on a periodic basis.⦁ Develop templates for customer management and internal communication.⦁ Provide strong reporting and analytical information support to the management team.⦁ Analyze business information to identify process improvements for increasing business efficiency and effectiveness.⦁ Participate in cross-functional meetings to resolve recurring customer issues.⦁ Provide customer support and assistance in issue troubleshooting and resolution.⦁ Create call center survey dashboard and ad-hoc reports.

Answer calls and responds to emails Resolves problems by clarifying issuesresearching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.Fulfills requests by clarifying desired information.completing transactions forwarding requests.Maintains call center database by entering information.Updates job knowledge by participating in educational opportunities.Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.- handle customer inquiries both telephonically and by email- Research required information using available resources- manage and resolve customer complaints- provide customers with product and service information- enter new customer information into the system- update existing customer information- Process orders, forms, and applications- identify and escalate priority issues- Route calls to appropriate resource- follow up customer calls where necessary- document all call information according to standard operating procedures- complete call logs- produce call reports

Promoting Bussiness