RESPONSIBILITIES:

• Monitoring key operational performance indicators in order to meet the Companys service quality standards

• Closely communicating with different operations parties and proactively notifying key customers to timely follow-on service discrepancy

• Escalating issues or crisis situation to related teams so as to remedy performance gaps and take immediate appropriate or contingency actions for service recovery

• Analyzing root causes impacting Country operational KPI and identifying opportunities for continuous service quality improvement

• Preparing reports as requested for internal teams such as Commercial, Finance, Customers Operations Group, as well as for key customers

REQUIREMENTS

• Degree in Business, Transportation, Statistics, Computer Science or other related studies

• Minimum 3 years relevant working experience (preferably in operations area) and experience in monitoring control centre or call centre will be an advantage

• Strong analytical and problem-solving skills

• Good command of both spoken and written English

• Proficiency in MS Excel, MS Access and MS PowerPoint

• Knowledge or experience in using database application for data analysis, e.g. SQL server is highly preferred

• Shift duty is required