Customer Experience Supervisor
Skills
About the Role
In this role you will monitor operations in real time using tracking tools to ensure delivery and pickup times are met. You will manage operational incidents, solving problems and adjusting operations to minimize impact. You will coordinate and communicate with drivers, giving instructions and adjusting routes as needed. You will optimize routes and resources together with planning teams to maximize efficiency. You will supervise KPIs and take corrective actions to meet performance goals. You will manage multiple services such as freight transport, express courier and crossdocking, ensuring correct execution of each. You will serve internal and external customers with clear, updated information on shipment status, and you will lead and motivate the traffic controller team while developing processes to improve efficiency.
Requirements
- Affinity with Cabify's principles
- Availability to work Monday to Saturday with a hybrid model
- Minimum 3 years of experience in cargo fleet control
- Minimum 3 years of experience in operational performance control
- Experience supervising dispatch agents
- Experience in operational improvement strategies
- Experience in logistics operations control
- Experience in transport customer service and call center customer service
- Experience managing operational incidents
Responsibilities
- Monitor operations in real time, ensuring compliance with delivery and pickup times using tracking tools
- Manage operational incidents, resolving problems and adjusting operations to minimize impact
- Coordinate and communicate with drivers, providing instructions and adjusting routes as needed
- Optimize routes and resources in collaboration with planning teams to maximize operational efficiency
- Supervise KPIs and take corrective actions to ensure performance objectives are met
- Manage multiple services including freight transport, express courier and crossdocking
- Serve internal and external customers with clear and updated shipment status information
- Lead and motivate the traffic controller team, developing processes and procedures to improve efficiency
Benefits
- Permanent contract with competitive salary
- Wellness voucher for medicine or a variety of stores
- 7 additional paid rest days per year
- Hybrid work model
- Fun team events
- Monthly credit to use in the Cabify app
- Work equipment provided