Team Lead, Grab Driver Centre (GDC)

Full Time
Posted 29 hari yang lalu
Job description

Life at Grab:

At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.

Get to know our Team:

Dynamic team who provide you the environment to grow and better career

Get to know the Role

Supervise for day-to-day Grab Driver Center Operation, and assisting GDC Manager and Assistance Manager with managerial and administrative functions. To achieve satisfactory Partners and Consumers experience during visit to Grab Driver Centre.

The Day-to-Day Activities:

  • Manage and Supervise day-to-day operations at Grab Driver Centre.

  • Achieve GDC OKRs, such as: Target Average Handling Time (AHT), Average Waiting Time (AWT), Customer Satisfaction (CSAT), Dissatisfaction score (DSAT), Online quiz and another OKR required.

  • Monitor quality performance and Service Level Agreement (SLA).

  • Hold Responsible to achieve sales target (daily, weekly, monthly), i.e GrabKios Acquisition, Mitra Premium Acquisition, GrabKios Transaction, GrabKios Revenue, etc.

  • Maintain First Call Resolution (FCR) for all GDC transactions.

  • Support Projects from all verticals i.e GrabBenefit, Selling attribute, etc.

  • Maintain high GDC standards and conditions and foster a positive environment.

  • Maintain knowledge of all Team members related by functions, and cross functions to ensure all Team members can deliver good service to Partners and Consumers.

  • Evaluating Team performance and providing feedback to team members.

  • Briefing Team on current goals, projects, promotions and other relevant information.

  • Provide Daily, Weekly and Monthly reports regarding operations and productivity.

  • Formulates recommendations and provides feedback to management regarding operational policies and procedures.

  • Schedules, supervises and motivates GDC Team in an effort to maintain optimal member service satisfaction levels.

  • Provide training for new team and Team members.

  • Assist in managing the security and safety of the GDC/branch, by analysing security and safety policies and procedures. Alerts Team of any changes.

  • Maintain control over audit procedures to ensure compliance with control. If weaknesses are identified, report them to Manager & Assistant Manager GDC.

  • Hold responsibility for Grab tools and systems.

  • Hold responsibility for auditing all Team members, including fraud issues, etc.

  • Resolves Partners and Consumers problems and Team member complaints as needed.

  • Performs other various duties as assigned : Virtual GDC, GDC Online, etc.

  • Collaborate & Allignment with all stakeholders to support business : 2W, 4W, GrabKios, BD, PE, IT, Finance, Legal and other related Department.

  • Involve in GDC Agent Interview with GDC Manager/Assistant Manager.

  • Responsible & monitor administrative function : Reconciliation Lost & Found, Cash Advance, Rental Office, Electricity Bills, etc.

The Must-Haves

  • Minimum 2-3 years experiences

  • Excellent verbal and written communication skills

  • Strong Customer Service Skills

  • Sales Skills

  • Leadership Skills

  • Human Resource Management Skills

  • Basic Computer Skills

  • Results Driven Attitude

  • Attention to Detail

  • Ability to motivate Team members

  • Ability to supervise multi-functional tasks

  • Ability to handle confidential /sensitive information in a professional manner

Our Commitment:

We recognize that with these individual attributes come different workplace challenges, and we will work with Grabbers to address them in our journey towards creating inclusion at Grab for all Grabbers.

About Grab

Grab is the leading superapp platform in Southeast Asia, providing everyday services that matter to consumers. Today, the Grab app has been downloaded onto millions of mobile devices, giving users access to over 9 million drivers, merchants, and agents. Grab offers a wide range of on-demand services in the region, including mobility, food, package and grocery delivery services, mobile payments, and financial services across 428 cities in eight countries

Join us today to drive Southeast Asia forward, together.

Lowongan Kerja Viral!

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