Live Operations Controller

Location: Remote, UK

Hours: 40 hours per week. 1PM-10PM (including 1 weekend shift)

This team is integral to ensuring the efficient running of these services and driving excellent service standards by ‘going the extra mile' for our driver and operator partners.

We're looking for an engaging and passionate communicator, someone who values building strong relationships with people and enjoys working in a fast-paced environment.

Experience in a controller / dispatcher or similar role would make you a strong candidate.

What you need to know about Zeelo

• The Live Operations department, or Pod as we call it at Zeelo, consists of the Senior Live Operations Manager plus shift based staff covering the early, mid and late shifts. This gives us 24/7 coverage across all countries. Each shift has a Team Leader plus 2-6 Live Operation Specialists under their direct line management.
• Zeelo is a smart bus platform for organisations.
• We're on a mission to build the world's leading smart mobility platform for organisations, enabling access to safe and sustainable transportation for everyday journeys.
• We sell turnkey, managed and software solutions to employers (office-based and shift-based) and schools (private schools and universities).
• We have developed a best-in-class technology platform that connects organisations with riders and operator partners via a route optimization platform, mobile apps and operations management system.
• We're just over 5-years old, backed with over $25M of venture capital from ETF Partners, InMotion Ventures (Jaguar Land Rover) and Dynamo.VC.
• We're a team of 150+ across 4 offices (London, Barcelona, US and Durban) and are live in 3 markets (UK, US and South Africa).
• We encourage a culture where people work smart, move fast, and work together; where performance is rewarded and all team members feel supported on the ride of a lifetime. Our people demonstrate the following virtues in how we work ‘for the pod':
  • Together
  • Smart
  • Fast

What you'll do

• Managing journeys by exception only using our bespoke journey management software [Mission Control]
• Respond to journey alerts/issues and action the appropriate solution
• Respond to driver messages and updates sent from the Zeelo Driver App
• Respond to Emergency situations, communicate these effectively and provide the appropriate assistance / support
• Provide telephone, email and App support to ‘on-the-day' questions and issues from our drivers & operators

What makes you a good fit for the role

• Personable and patient – we're here to provide excellent service to our drivers / operators
• Ability to work under pressure; remaining calm and professional at all times
• Prioritise solutions over blame
• Stickler for detail
• Able to think on your feet
• Very comfortable with using technology
• Flexible - in terms of working hours and way of working
• Strong command of the English Language
• Be able to work remotely in a professional and safe environment with an excellent wifi connection
• Have experience as a live operations controller talking to drivers who are responsible for the end service delivery
• Have experience working in an operations team, especially if in a transport or logistics company

Skills

• Process Driven
• Confidence to respectfully challenge
• Resilience
• Ability to think clearly under pressure
• Strong communication skills
• An amazing brand ambassador