Command Center Executive

Job Summary

We are looking for a proactive and organized coordinator to manage day-to-day coordination between drivers, operators, and internal operations teams. The role will be responsible for ensuring smooth fleet operations, effective crew and bus alignment, timely resolution of operational escalations, and maintaining a high level of customer experience.

The ideal candidate should have strong coordination, problem-solving, communication, and operational management skills, with the ability to handle time-sensitive situations in a fast-paced environment.

Key Responsibilities

1. Driver & Operator Coordination

• Act as the Point of Contact (POC) for drivers and operators.
• Coordinate with drivers and operators to ensure smooth and timely operations.
• Communicate operational updates, changes, and requirements effectively.
• Monitor operational issues and coordinate with relevant teams for timely resolution.

2. Bus & Crew Alignment

• Ensure proper alignment of buses with the assigned crew based on operational requirements.
• Coordinate with relevant stakeholders to manage changes in crew or bus allocation.
• Ensure that buses and crew are available as per the planned schedule.
• Identify and address gaps that may impact operational continuity.

3. Escalation Management

• Handle operational escalations from drivers, operators, internal teams, and customers.
• Prioritize issues based on urgency and operational impact.
• Coordinate with the appropriate stakeholders to ensure timely resolution.
• Maintain proper communication and follow-up until the issue is closed.

4. Root Cause Analysis

• Investigate recurring operational issues and identify their root causes.
• Analyse incidents, delays, and operational gaps.
• Coordinate with relevant teams to implement corrective and preventive actions.
• Track recurring issues and recommend improvements to minimize future occurrences.

5. Customer Experience

• Contribute to enhancing the overall customer experience by ensuring smooth and reliable operations.
• Identify operational issues that may negatively impact customers and take timely corrective action.
• Work closely with internal teams to resolve customer-impacting operational concerns.
• Monitor feedback and operational trends to identify opportunities for improvement.

6. Bus Handling Softwear

• Ensure timely and accurate uploading of waybills into the designated system.
• Verify required information before uploading and maintain data accuracy.
• Coordinate with drivers/operators in case of missing or incorrect information.
• Maintain proper records and ensure compliance with operational processes.

7. Fleet Management

• Monitor day-to-day fleet operations and vehicle availability.
• Coordinate with drivers, operators, and relevant teams regarding fleet requirements.
• Track vehicle deployment, availability, and operational issues.
• Support efficient utilization of the fleet and minimize operational disruptions.
• Escalate vehicle-related issues requiring immediate attention.

Required Skills & Competencies

• Strong communication and interpersonal skills.
• Proficiency in MS Excel and operational systems/tools.
• Excellent coordination and stakeholder management abilities.
• Strong problem-solving and analytical skills.
• Ability to handle escalations calmly and effectively.
• Strong attention to detail and data accuracy.
• Ability to multitask and manage time-sensitive activities.
• language proficiency in Marathi , Hindi and English

Preferred Experience

• Experience in fleet management, transportation, logistics, mobility, or operations will be preferred.
• Experience working with drivers, operators, fleet teams, or field operations will be an advantage.
• Prior experience in an operations coordination or control-room environment is desirable.

Key Success Measures

• Timely and effective resolution of operational escalations.
• Accuracy and timeliness of waybill uploads.
• Effective bus and crew alignment.
• Fleet availability and operational continuity.
• Reduction in recurring operational issues through effective Root Cause Analysis.
• Improvement in customer experience and reduction in customer-impacting operational issues.