Ninja Van is a tech-enabled logistics company on a mission to provide hassle-free delivery services for businesses of all sizes across Southeast Asia. Launched in 2014, we started operations in Singapore and have become the region's largest and fastest growing last-mile logistics company, partnering with over 35,000 merchants and delivering more than 1,000 parcels every minute across six countries. At our core, we are a technology company that is disrupting a massive industry with cutting-edge software and operational concepts. Powered by algorithm-based optimisation, dynamic routing, end-to-end tracking and a data-driven approach, we provide best-of-class delivery services that delight both the shippers and end customers. But we are just getting started! We have much room for improvement and many ideas that will further shape the industry.Job Responsibilities Lead and manage a team of agents, providing guidance, coaching, and support to ensure high performance and motivationMonitor team performance against KPIs and targets, taking any corrective actions as requiredTo develop specific KPIs to measure and monitor agents' productivity and performancePrepare and present regular reports on team performance, highlighting key metrics and areas for improvementConduct team huddles to gather feedback and improve productivityContinuously review and improve support processes and procedures to enhance efficiency and effectivenessImplement and enforce team policies, procedures, and protocols to ensure compliance and consistencyTo represent the team and participate in meetings, projects, and initiatives to support organisational goals and objectivesLead continuous improvement initiatives within the department to enhance operational efficiency and service qualityMonitor productivity and bandwidth of each team closely, ensuring it is at optimal levelMonitor peak and off-peak backlogs and ensure backlogs are kept to minimumCascade changes in processes and information to agents in a timely mannerImplement strategies to increase shipper retention and loyaltyStay updated on emerging trends and technologies in customer service and incorporate them into improvement initiativesAct as the project manager for any project/initiatives that involves a product or process change to the entire business. Regularly communicate progress and results of continuous improvement projects to senior managementMaintain a positive and supportive work environmentFoster a culture of innovation and continuous learningIdentify key priorities and initiatives to support the team's growth and development Collaborate with senior management to define long-term goals and objectives for the customer service departmentCommunicate the strategic vision and objectives to team members to ensure alignment and engagementProvide mentorship and coaching to team members to support their career advancement and personal growthConduct 1 on 1 sessions with agents where necessary to ensure morale and as a check in on productivityConduct performance appraisal of all agents Collaborate with other departments to address shipper issues and improve processes and procedures.To conduct recruitment and selection of new staff as the final interviewer.RequirementsAt least 2 years of managerial or team leader position.Prior experience in a client facing role or commercial role requiredCandidates must possess at least a Bachelor's Degree in any fieldIntermediate excel skills requiredConflict ManagementCustomer ManagementStrategic Service ExcellentStrategic ImplementationPublic Relation ManagementExcellent communication and interpersonal abilitiesFlexibility to adapt to changing priorities and requirementsAnalytical and problem-solving skillsAbility to multitask and prioritize in a fast-paced environmentSkills To Develop PeopleData AnalyticsDemonstrated ability to drive continuous improvement in customer service processes and proceduresExcellent English communication skills, Malay and Mandarin chinese will be an added advantage
