Live Operations Advisor

Location: Remote, UK

Hours: 40 hours per week - AM Shift (05:00-14:00) Saturday-Wednesday

Zeelo has an ever-growing number of services and we pride ourselves on providing a personal and efficient service to our customers each and every day.

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

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 2-4 Live Operation Specialists.

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.

What you need to know about Zeelo

• Zeelo is a TransitTech company powering bus operators, employers and schools to provide highly efficient, sustainable and affordable transport programs
• Our mission is to connect the world to work and education through affordable and sustainable transportation
• We are in the business of providing both SaaS and managed commuter solutions to employers (office-based and shift-based), schools (private schools and universities) and bus/shuttle operators
• We routinely procure bus operator partners to provide ground transportation
• We have developed a best-in-class technology platform that connects organizations with riders and operator partners consisting of a route optimization platform, mobile apps and operations management system.
• We're 7 years old, backed by over $35 million of venture capital from ETF Partners, InMotion Ventures (Jaguar Land Rover), and Dynamo.VC (http://dynamo.vc/).
• We're a team of 100+ across 3 continents (Europe, North America & Africa), 4 offices (London, Barcelona, Boston & Durban) and are live in 3 markets (UK, U.S. & South Africa.)
• We encourage a culture where people move together, smart and fast. Learn more here. (https://www.notion.so/zeelo/About-Us-8105657d5e5349dfa59d8f77addee831)

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 riders, clients, 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
• Beneficial: Have experience as a live operations controller talking to drivers who are responsible for the end service delivery
• Beneficial: 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

The Process

Applications should be made via the Zeelo Careers Page or directly through LinkedIn

4-Stage Process:

1 - 20 min phone screen with the Talent Acquisition team

2 - 45 minute Zoom with Live Operations Senior Operations Manager

3 - Assessments

4 - 20 minute Final Stage interview with the Director of Operations