Pilots Manager at Ezyride Global Resources Limited

PURPOSE OF THE JOB:

• The Pilots Manager will oversee the recruitment, training, and performance management of our Pilots, ensuring that all Pilots adhere to Ezyride standards of service and safety. You will work closely with the Customer Service Manager to facilitate effective communication between Pilots and the customer service team and enhance the overall customer experience.

RESPONSIBILITIES: 

• Work with the Human Resource department to recruit,  and onboard Pilots who meet Ezyride’s standards of professionalism and service quality. 
• Develop and implement training programs that prepare Pilots for their roles, focusing on safety, customer interaction, and efficient operation of vehicles. 
• Monitor and evaluate driver performance, providing regular feedback and coaching to enhance service delivery and compliance with company policies. 
• Collaborate closely with the Customer Service Manager to address driver-related customer feedback and issues, ensuring swift resolutions. 
• Conduct regular meetings with Pilots to discuss operational updates, performance expectations, and customer service best practices. 
• Develop and maintain records of driver performance metrics, documenting incidents, commendations, and compliance with safety protocols. 
• Establish and enforce safety standards for Pilots, ensuring adherence to transportation regulations and Ezyride policies. 
• Identify areas for improvement in driver operations and implement solutions to enhance efficiency and customer satisfaction. 
• Ensure proper dispatching of Pilots based on demand forecasting and customer needs, optimizing the allocation of rides. 
• Analyze data on driver performance and customer feedback to inform decisions and training initiatives. 
• Foster a positive and inclusive team environment for Pilots, addressing any concerns or disputes that may arise among team members. 
• Act as a liaison between Pilots and top management, ensuring that Pilots\' voices and concerns are heard and considered in decision-making. 
• Stay informed about transportation regulations and industry trends, implementing changes to maintain compliance and improve service quality. 
• Work collaboratively with the marketing team to align promotions and campaigns with driver resources to enhance service uptake.

TECHNICAL COMPETENCIES: 

• B.Sc. in Business Administration, Transportation, Logistics, or a related field preferred. 
• Proven experience in a managerial role, ideally within transportation or logistics, with knowledge of ride-hailing or fleet management practices. 
• Strong understanding of driver safety, customer service standards, and operational efficiency metrics. 
• Proficient in using dispatch systems and driver management software.

BEHAVIOURAL COMPETENCIES: 

• Strong leadership and team management skills, with the ability to motivate and inspire Pilots. 
• Excellent communication skills, capable of effectively conveying information to both Pilots and customers. 
• Problem-solving mindset with a focus on operational excellence and customer satisfaction. 
• Ability to work collaboratively and adapt in a fast-paced environment while managing multiple priorities. 
• Strong analytical skills for assessing driver performance and customer feedback.

KEY PERFORMANCE INDICATORS: 

• Driver satisfaction and retention rates as measured through surveys and feedback.  
• Compliance with safety standards and incident reports related to driver performance. 
• Customer feedback regarding driver interactions and service quality. 
• Average response time for ride dispatching and driver assignments. 
• Improvement in driver performance metrics as a result of training and management efforts.