Provide counseling on policies and procedures
• Be actively involved in recruitment by preparing job descriptions, posting ads and managing the hiring process
• Create and implement effective onboarding plans
• Develop training and development programs
• Assist in performance management processes
• Support the management of disciplinary and grievance issues
• Maintain employee records (Attendance, Leaves data etc.) according to policy and     legal requirements
• Review employment and working conditions to ensure legal compliance
• Recruiting and hiring new employees
• Onboarding new hires and conducting orientation programs
• Handling employee relations and resolving conflicts
• Developing and implementing HR policies and procedures
 

Ensure all operations are carried on in an appropriate, cost-effectiveway
Help the organization’s processesremain legally compliant 
Perform quality controls and monitor production KPIs 
Recruit, train and supervise staff and Technicians 
Find waysto increase quality of customerservice 
Developing and sustaining long-standing relationshipswith company-approved vendors. 
Meeting with suitable vendorsto assess their products, inquire about theirservices, negotiate pricing, and communicate any product orservice-related concerns. 
Conducting interviews with new vendors and informing approved vendors of their responsibilities and obligations. 
Managing employee benefits and compensation 
Managing performance evaluations and providing feedback to employees 
Organizing training and development programs for employees 
Ensuring compliance with labor laws and regulation

Responsible for the full spectrum of rider acquisition processes
Manage and define the allocation strategy for rider acquisition budget
Manage and track the performance of online/offline acquisition sources and activities.
Improve quality, conversion rates and lead times of rider onboarding process with a focus on automation and digitalization
Develop models to anticipate acquisition needs on an area level, as well as daily/weekly acquisition achievements
Standardization of SOPs across the acquisition funnel and drive to improve operational performance.
Monitor competitors’ rider acquisition and retention strategies (monetary and non-monetary) on a regular basis
Ensure compliance with the government regulations and company policies and coordinate regular training/testing for the Operations team
Other ad-hoc duties as assigned

Set targets for all other call center agents to meet up with them. 
Understand all organization’s products, services, procedures and guidelines andcommunicate same to all team members. 
Prepare forecasts and budgetsfor the call center. 
Facilitate and organize training session for all agents and participate in recruitment of newcall center agents. 
Recommend and purchase gadgets to enhance job performance at the call center. 
Conduct regular review of all call center agent’s performance and organizetraining sessions for under performers. 
Submit regular reports to management and seek new ideas and strategies to improveperformance at the center. 
Keep up with trends and happenings in the industry and ensuring adherence to industrystandards. 
Ensure that clients are kept happy and satisfied at all times by providing prompt responseand solutions to their challenges at all times. 
Ensure a safe and harmonious working environment for all other team members anddelegate duties to all team members

• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication "scripts" when handling different topics
• Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets.