Operational Monitoring & Dispatch Support
Monitor live operations: track ongoing deliveries, service requests or dispatch tasks in real time using operational tools and following up and responding to on ground couriers delivery time issues.
Assist in assigning and dispatching tasks to couriers, drivers, or field agents based on availability, location, and priority.
Update and maintain dispatch logs, status reports, and tracking information.
Customer & Field Support
Serve as first-line contact for customers or clients regarding live service status (dispatch time, delivery tracking, issues).
Communicate with field teams (couriers / drivers / agents) — dispatch instructions, schedule updates, route changes, or special instructions.
Handle customer queries, complaints, or service disruptions; coordinate resolution with appropriate teams.
Incident Management & Issue Resolution
Log incidents or service issues (delays, missing items, failed delivery, customer complaints).
Coordinate with operations, quality, and vendor management to resolve incidents promptly.
Escalate major issues to Live Ops Lead / management, supplying details and recommended solutions.
Data Entry & Reporting
Record daily operational data: dispatch counts, delays, incident reports, delivery success/failure, resource usage.
Support preparation of daily/weekly operations reports and KPIs (on-time delivery rate, incident rate, customer feedback, resource utilization).
Help maintain accurate records of delivery/service performance, customer feedback, and operational metrics.
Coordination & Collaboration
Work closely with other departments: Customer Service, Quality, Vendor Management to ensure smooth operations, handle escalations, and improve processes.
Support scheduling and resource planning by providing input on operational demand, peak times, resource availability.
Participate in shift-based operations, including handovers and coordination across shifts or teams.
Process Adherence & Quality Assurance
Follow standard operating procedures (SOPs), operational guidelines, and company policies for dispatch, delivery, service handling, and customer interaction.
Ensure compliance with safety, regulatory, and service standards.
Provide feedback on operational issues, suggest improvements to workflows, and support continuous improvement initiatives.
Job Specifications (Required Qualifications and Experience):
High school diploma or equivalent required; a bachelor’s degree in Business Administration, Logistics, Supply Chain, or related field is a plus.
1–3 years of experience in operations, dispatch, logistics, customer service, field operations support, or live-ops/real-time operations environment — courier, delivery, 3PL, or similar services preferred.
Experience with dispatch systems, order tracking, customer communication, or delivery coordination is an advantage.
Basic familiarity with delivery workflows, field service operations, or service delivery models is desirable.
Availability to work variable or shift-based hours, including early mornings, evenings, weekends or on-call duty depending on delivery/service schedule.
Good command of relevant languages — both spoken and written — as needed by the company’s customer base and operational region.
Basic computer literacy; comfortable with digital tools for dispatch/tracking, communication apps, email, and reporting.
Willingness to adhere strictly to company SOPs, safety guidelines, and quality standards.
Basic competence with operations management tools, dispatch systems, or order/delivery tracking platforms.
Good data entry and record-keeping capability; ability to maintain accurate logs and reports.
Proficiency with MS Office (Excel, Word), Google Sheets, or similar — for tracking, reporting, and documentation.
Basic problem-solving skills to handle routine operational issues and coordinate resolution.
Strong communication skills (verbal and written) — able to interact with customers, field staff, and internal teams clearly and professionally.
Customer-service orientation: empathetic, responsive, solution-focused approach when dealing with customer issues or complaints.
Organizational and multitasking ability — capable of managing multiple live operations, tasks, and communication streams simultaneously.
Flexibility and adaptability — comfortable working under pressure, handling shifting priorities, and supporting live operations during peak times or unexpected events.
Reliable and responsible — punctual, dependable, and committed to maintaining operational standards.
Teamwork and collaboration — works well with colleagues, supports cross-functional coordination, and maintains positive relationships across departments.