Supervise for day-to-day Grab Driver Centre Operation at Makassar Branch/es and assisting GDC Manager and Assistance Manager with managerial and administrative functions. To achieve satisfactory Dax and Pax experience during visit to Grab Driver Centre. The day-to-day activities: Supervise day-to-day operations at Grab Driver Centre. Monitors quality, performance and SLA ( Service Level Agreement) at GDC to achieve the KPI. Target Average Handling Time ( AHT) 15 minutes and Average Waiting Time (AWT) 30 minutes. Maintain First Call Resolution (FCR) at minimum 90%. Maintains knowledge of all Team members related by functions, cross functions to ensure all Team members can deliver good service to Dax and Pax. Evaluating Team performance and providing feedback and coaching as needed. Briefing Team on current goals, projects, promotions and other relevant information. Provide Daily, Weekly and Monthly reports regarding operations and productivity. Formulates recommendations and provide feedback to management regarding operational policies and procedures. Schedules, supervises, and motivates GDC Team in an effort to maintain optimal member service satisfactions level. Assists in training of new team’s and Team members. Assist in managing the security and safety of the 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, reports them to Manager & Assistance Manager GDC. Hold responsibility for auditing all Team members, including fraud issues, etc. Resolves Dax/Pax problems and Team member complaints as needed. Performs other various duties as assigned. Work & build strong relationships with PE, IT, Support, Finance, and other related Department to ensure smooth coordination to deliver customer experience as agreed

Makassar