Executive - Chauffeurs Monitoring & Performance Optimisation

Job Summary:

To centrally monitor driver performance, identify trip avoidance and service-related violations, initiate appropriate training, educate drivers on operational guidelines and improve overall trip acceptance, service quality and business efficiency across all branches.

Key Responsibilities:

• Monitor driver performance across all branches, tracking trip acceptance, rejection, cancellation and completion patterns.
• Identify deliberate trip avoidance, repeated trip rejections, cancellations after acceptance and other suspicious driver activities.
• Analyse driver-wise and branch-wise performance trends and identify drivers requiring corrective intervention.
• Coordinate with branch and operations teams to investigate violations and initiate appropriate actions, including counselling, warnings, blocking or release, as per company guidelines and authorisation.
• Conduct driver counselling and corrective training to educate drivers on operational guidelines, trip acceptance, customer service and professional conduct.
• Handle driver-related escalations and coordinate with branches and vendors to ensure timely resolution of performance-related issues.
• Establish and maintain a centralised database of driver violations, counselling, training, blocking, releases and repeat offences.
• Monitor the effectiveness of corrective actions through regular follow-ups and track improvements in driver performance.
• Prepare daily, weekly and monthly MIS reports highlighting performance trends, critical violations, unresolved cases and branch-wise gaps.
• Recommend process improvements to enhance trip acceptance, reduce avoidable cancellations and improve overall service quality and business efficiency.

Job Specifications:

• Good communication and interpersonal skills.
• Strong monitoring, analytical and problem-solving abilities.
• Ability to identify irregularities and analyse performance data.
• Experience in handling driver-related escalations and counselling.
• Good coordination and follow-up skills with branch and operations teams.
• Strong decision-making and conflict-resolution abilities.
• Proficiency in MS Excel and MIS reporting.

Qualification & Experience

• Qualification: Bachelor's Degree in any discipline.
• Experience: Minimum 3 years in Call Centre, Customer Service, Dispatch Operations, Operations Control Desk, Fleet Management or related operational functions.
• Experience in transportation, chauffeur services or mobility operations will be an added advantage.