Operations Officer at The GIG Group

DUTIES & RESPONSIBILITIES

• Support in coordinating day to day terminal operations
• Adhere strictly to scheduled service timelines, minimize disruption, and resolve any unscheduled delays.
• Ensure buses availability by following up to ensure that faulty buses are fixed within stipulated turnaround time.
• Coordinate the pick-up service at terminal level and ensure all guests are picked up at their preferred location as indicated while booking their ticket.
• Compliance with Safety Comfort and Service (SCS) standards for our fleet. All buses under the care of OMs must at all times, meet our standards for service comfort and safety.
• Coordinate the activities of the terminal operations staff to ensure available buses are assigned to routes, positioned and moved efficiently and effectively.
• Disseminate information as communicated by the management team of GIGM to other terminal staff.
• Communicate shortage or surplus of buses at the terminal to the Operations Support Team/ Operations Manager
• Track all blown buses assigned to the terminal effectively.
• Resolve minor grievances or disputes that do not require escalation.
• Ensure the terminal facility is efficiently cleaned and maintained by the facility maintenance team.
• Meet the terminal performance and safety targets.
• Ensures the timely use of Mobility for all operational processes.
• Drive sale of services i.e. app downloads and usage, pick-up service.
• Ensure Experience Officers remit accurate sales to the accountant.
• Increase revenue and reduce cost.
• Attend to guest’s questions and queries and deliver a high standard of customer experience.
• Identify opportunities to improve the interface and service to our customers.
• Ensure all employees within the terminal comply strictly with the policies and procedures of the organization. e.g. resumption time, dress code, friendly attitude towards guests etc.
• Promote our services to encourage greater use of online booking platforms (Website and App).
• Liaise and negotiate with different stakeholders including local authorities, regulatory bodies, highways authorities and reps of host community.
• Perform other duties as required or as assigned

Education and Work Experience:

•  Minimum of Bachelor's Degree or HND in any relevant discipline
•  Minimum of two (2) years of cognate experience in Operations/ Customer Service

Skills and Competencies:

•  Proven working experience in Operations, sales executive or a relevant role
•  Time management and planning skills
•  Problem-Solving Skills
•  Neat and Professional Appearance
•  Ability to Stay Calm Under Pressure
•  Organized and Detail-Oriented
•  Able to Work a Flexible Schedule.
•  Experience in customer service
•  Proficiency in MS Office Suite
•  Market knowledge
•  Communication and negotiation skills
•  Ability to build rapport