- Answering inbound chats from couriers quickly and efficiently.
- Delivering clear, high-quality instructions to couriers over the phone while they are on the road.
- Monitoring the progress of live routes and taking action when necessary.
- Intervening and organising rescue routes for unsuccessful deliveries.
- Contacting couriers to fill shifts, ensuring deliveries are completed within the desired timescale at minimal cost to the business.
- Communicating relevant information to the customer service and management teams.
- Meeting individual daily key performance indicators (KPIs) and targets.
- Updating documentation to provide the business with visibility on key metrics and information.