Job Summary:

To centrally monitor driver performance, identify trip avoidance and service-related violations, initiate appropriate training, educate drivers on operational guidelines and improve overall trip acceptance, service quality and business efficiency across all branches.

Key Responsibilities:

- Monitor driver performance across all branches, tracking trip acceptance, rejection, cancellation and completion patterns.

- Identify deliberate trip avoidance, repeated trip rejections, cancellations after acceptance and other suspicious driver activities.

- Analyse driver-wise and branch-wise performance trends and identify drivers requiring corrective intervention.

- Coordinate with branch and operations teams to investigate violations and initiate appropriate actions, including counselling, warnings, blocking or release, as per company guidelines and authorisation.

- Conduct driver counselling and corrective training to educate drivers on operational guidelines, trip acceptance, customer service and skilled conduct.

- Handle driver-related escalations and coordinate with branches and vendors to ensure timely resolution of performance-related issues.

- Establish and maintain a centralised database of driver violations, counselling, training, blocking, releases and repeat offences.

- Monitor the effectiveness of corrective actions through regular follow-ups and track improvements in driver performance.





- Prepare daily, weekly and monthly MIS reports highlighting performance trends, critical violations, unresolved cases and branch-wise gaps.

- Recommend process improvements to enhance trip acceptance, reduce avoidable cancellations and improve overall service quality and business efficiency.

Job Specifications:

- Good communication and interpersonal skills.

- Strong monitoring, analytical and problem-solving abilities.

- Ability to identify irregularities and analyse performance data.

- Experience in handling driver-related escalations and counselling.

- Good coordination and follow-up skills with branch and operations teams.

- Strong decision-making and conflict-resolution abilities.

- Proficiency in MS Excel and MIS reporting.

Qualification & Experience

- Qualification: Bachelor's Degree in any discipline.

- Experience: Minimum 3 years in Call Centre, Customer Service, Dispatch Operations, Operations Control Desk, Fleet Management or related operational functions.

- Experience in transportation, chauffeur services or mobility operations will be an added advantage.

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits

- Flexible schedule

- Health insurance

- Paid sick time

- Paid time off

- Provident Fund

Experience

- Customer service: 3 years (Preferred)

Work Location: In person

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