Operations Analyst

We are looking for a Client Operations Analyst to join our growing team. At Draiver Canada, we move vehicles with a white glove experience, adding value for our clients and creating opportunities for independent drivers. You will continuously have new and exciting challenges, changing the way companies carry out the logistics of their vehicles in the country. You must be able to juggle phone calls, emails, clients, contract drivers, data entry, generating reports, and other duties as assigned. This is a hybrid position.

Main Responsibilities

• Ensure all performance metrics and quality of service levels are met to guarantee operation excellence 
• Manage client operations and be the main point of contact, listening and connecting with them, sharing operation updates, materials and providing training.
• Setting up regular meetings with the most strategic partners of the region;
• Make sure that major routines are executed with excellence and discipline
• Stakeholder management: Be the leader to guarantee that Commercial, Marketplace, Projects teams will be aligned in the best direction to the local business
• Benchmark internal best practices and apply them to your operations
• Operational problem solving: Using the best of our team to execute A/B testing, data analysis and get creative solutions
• Ensures daily activities of driver contractors are assigned and accomplished on-time.
• Manage emergency situations and vehicle breakdown/roadside assistance for the driver contractors 
• Resolves problems by working with both customer/account and driver contractors
• Act as an owner and manager of assigned accounts while proactively assisting other team members with their assigned accounts, as needed or directed.
• Works with Management in assisting with the execution of account profitability. 
• Meet goal of ticket response time set by the Department Head
• Escalates unresolved issues to management as appropriate.
• Must be able to handle multiple duties at once in a calm and accurate manner.
  
   

Qualifications:

• 2 years of operations, customer service, dispatch, or scheduling experience required
• Strong ownership and self-guided problem solver
• Excellent phone demeanor and customer service skills
• Ability to work and think independently
• Excellent organizational and time management skills
• Excellent verbal, interpersonal, judgment, and problem-solving skills
• Experience with using CRM (preferably with Salesforce and Hubspot)