• Employee Profile Creation
• Schedule Management
• Routing – Regular/Last minute adjustments
• Vendor Allocation
• Collaborate with cross-functional teams, including excel, email, Routing, and Calls, to ensure seamless coordination and delivery of transportation services.
• Foster a positive work environment that promotes teamwork, open communication, and continuous learning and development.
• Conduct regular performance evaluations, provide feedback, and identify opportunities for skills enhancement and career growth for team members.
• Ensure compliance with all relevant employee experinece, safety standards, and company policies and procedures.
• Manage day-to-day operations, including scheduling, routing, and resolving issues, to meet customer demands and service level agreements.
• Handle escalated customer inquiries and complaints in a professional and timely manner, striving to resolve issues to the satisfaction of all parties involved.

• Conduct regular Voice & Accent Training sessions for both new hires and tenured employees, focusing on speech clarity, pronunciation, and vocal techniques.
• Design, develop, and execute a comprehensive voice training program aligned with organizational needs.
• Assess employee communication through diagnostic evaluations, including speech, grammar, pronunciation, and voice
  modulation.
• Provide coaching in accent neutralization, pitch control, breath techniques, and vocal hygiene.
• Use blended learning methods, including online and offline tools, to enhance training effectiveness.
• Collaborate with department leaders and fellow trainers to ensure alignment between training content and business goals.
• Lead and participate in process-level audits to assess training-related operational workflows.
• Identify areas of improvement within operational processes and propose actionable solutions.
• Drive stakeholder engagement, facilitate discussions, and implement approved changes through cross-functional
  collaboration.

Strategic Planning:

•  Develop and implement a comprehensive helpdesk strategy that aligns with the GCab program’s objectives and Google’s overall business goals.
• Set long-term goals and objectives for the helpdesk team, ensuring they support the broader organizational vision and enhance the employee commute experience.
• Identify and prioritize key initiatives to improve helpdesk performance and customer satisfaction within the GCab program.

Leadership and Team Development:

•  Lead, mentor, and develop a high-performing helpdesk team, fostering a culture of continuous improvement and customer centricity.
•  Implement leadership development programs to build the skills and capabilities of team members.
• Promote a positive work environment that encourages collaboration, innovation, and accountability.

Process Improvement:

•  Analyze current helpdesk processes related to the GCab program and identify areas for improvement to increase efficiency and effectiveness.
• Implement best practices and industry standards to streamline helpdesk operations.
• Utilize data and metrics to monitor performance and drive continuous improvement initiatives.

Customer Experience Management:

• Ensure the helpdesk delivers a superior customer experience by implementing customer feedback mechanisms and addressing pain points.
• Develop and maintain strong relationships with key stakeholders to understand their needs and expectations.
• Implement strategies to enhance customer satisfaction and loyalty within the GCab program.

Technology and Innovation:

• Stay abreast of emerging technologies and trends in helpdesk management and customer support.
• Evaluate and implement new tools and technologies to improve helpdesk operations and service delivery for the GCab program.
• Drive innovation by exploring and adopting AI, automation, and other advanced technologies to enhance helpdesk capabilities.

Performance Monitoring and Reporting:

•  Establish and track key performance indicators (KPIs) to measure helpdesk performance and identify areas for improvement.
• Prepare and present regular reports on helpdesk performance to senior management.
• Use data-driven insights to make informed decisions and drive strategic initiatives.

Risk Management and Compliance:

• Ensure helpdesk operations comply with relevant regulations, standards, and best practices.
• Identify and mitigate risks associated with helpdesk processes and service delivery.
• Develop and implement policies and procedures to ensure consistent and reliable helpdesk performance.

• Respond to employee queries via calls, emails, and chat support.
•  Assist employees with transport-related concerns and provide real-time solutions.
• Coordinate with internal teams and vendors to resolve issues efficiently.
• Monitor daily transport operations and escalate problems when necessary.
• Maintain accurate records of queries, resolutions, and reports.