Head Of Operations - Operations jobs in Malta - March 2024
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Head Of Operations

eCabs Operators Co. Ltd , Central Malta

Published on 09 Jun 2022

Expired on 09 Jul 2022


eCabs Operators Co. Ltd in Malta is looking to recruit a Head Of Operations to join their team on a full-time basis. Reporting directly to the Chief Executive Officer, and serving as a member of the senior management team, the HoD will be responsible for leading the operational related functions related to eCabs ride-hailing business.

Responsibilities:

  • Manage the day-to-day performance of eCabs’ Operations to deliver best-in-class service, meeting or exceeding all KPIs and within budget.
  • Set the strategy for the development of the Contact & Operations Centre, staying abreast of new practices and technologies, ensuring that the company gains and maintains recognition for the quality of customer service.
  • Lead, inspire and co-ordinate a team of Operations and Contact Centre personnel.
  • Be responsible for the end-to-end customer journey and their associated customer experience, supporting cross-company initiatives to drive improvements, improve efficiency and reduce complaints.
  • Responsible for the training, induction, and coaching strategy for the Operations Centre and Contact Centre.
  • Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies, to create a cost-effective operation consistently.
  • Complete weekly, monthly, and ad-hoc reports and analyse performance.
  • Track contact quality and volume, produce metrics for service performance, resolving discrepancies and areas that need improvement.
  • Focus on development and succession through training, mentoring, and empowering staff to make decisions
  • Lead by example in the use of best practices of the company’s standards, values, and behaviours.


Who you are:

  • Proven experience in leading a service-driven operation, through periods of significant growth or change.
  • Excellent communication and leadership skills to lead and motivate a growing and changing service operation
  • Ability to engage with the eCabs Management team at all levels across the wider business to achieve goals and objectives.
  • Experience in working with customer and supplier SLAs, performance measurement and personal work targets, and working on the performance of own team.
  • Proven track record in fostering teamwork, building morale, and improving staff motivation.

time
Full Time
Job Type
experience
Intermediate (1-3 years), Experienced (3 years +), Middle Management
Experience Level
category
Operations
Category
industry
Shipping, Transport & Logistics
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