Express Group

Operations

• Oversee the Fleetworthy operations.
• Collaborate with Fleetworthy Solution to understand their compliance requirements and provide customized solutions.
• Build and maintain strong client relationships by addressing their concerns, resolving issues, and ensuring high satisfaction.
• Evaluate existing operational processes and systems, identify bottlenecks or inefficiencies, and implement process improvements.
• Develop and maintain standard operating procedures (SOPs) to streamline operations.
• Implement quality control measures and ensure adherence to quality standards and regulatory requirements.
• Develop and enforce quality assurance processes to deliver services that meet or exceed Fleetworthy Solution customers’ expectations.
• Develop and implement strategic plans and objectives in alignment with the organization's goals.
• Identify areas for improvement and implement solutions to enhance operational efficiency.
• Collaborate with various departments, such as Finance, Human Resources, IT, Facilities, and Security, to ensure effective cross-functional coordination.
• Facilitate communication channels and foster strong relationships between departments.
• Manage and lead a team of employees, including hiring, training, performance evaluation, and professional development.
• Foster a positive work environment and promote teamwork and collaboration.
• Monitor Fleetworthy Solution’s KPIs and metrics that measure operational performance.
• Analyze DPH, Quality Control, Document Count, and Service Level to identify trends, issues, and areas for improvement.
• Take corrective actions as necessary to achieve targets and objectives.
• Implement new tools, technologies, or methodologies to enhance efficiency and effectiveness.
• Send intra-day reports to Fleetworthy for the driver safety group (DQ).
• Send Fleetworthy Solutions a weekly summary report for each LOB, sharing an overview of the past week’s performance, opportunities, and corrective actions.
• Participate in bi-weekly meetings with Fleetworthy Solution to exchange updates and provide feedback on departmental progress.
• Conduct MBR reviews with Fleetworthy.
• Conduct performance management and monthly scorecard reviews of supervisors.
• Attend weekly management meetings to review your department’s performance for the previous week.
• Management of monthly recognition and motivational incentives.
• Support with administrative tasks.

Operations Manager

Recruitment

• Source and attract qualified driver candidates
• Conduct initial phone screenings
• Assess candidates against hiring criteria
• Ensure candidate documentation is complete and accurate
• Submit qualified candidates through designated platforms/ATS
• Track candidate progress and maintain records
• Maintain quality standards in candidate submissions
• Support ongoing high-volume hiring targets

Recruiter – Contractor

Customer Support

• Receive and respond to inbound telephone calls involving scheduling/rescheduling, order modifications, customer payment processing, and basic inquiries from customers, clients, and services
• Properly document all internal and external systems and maintain a record of all events about each request
• Act as a liaison between customers, clients, and service providers
• Timely communication is provided to each internal department to address issues and/or complaints
• Escalate issues per established procedures
• Consistently meets or exceeds the performance goals established for the position in the areas of efficiency, quality of communication, customer satisfaction, first-contact resolution, and attendance

Customer Service Associate – Temporary

• Ensure all deliverables meet or exceed client expectations and internal standards.
• Execute tasks with precision to ensure reliable and error-free outcomes.
• Consistently meet deadlines as pre-established team standards.
• Communicate effectively with the COE team/account teams to ensure clarity and accuracy in task execution.
• Attend team meetings, take detailed notes, and provide comprehensive reports to Appcast Managers.
• Utilize project management tools proficiently to manage requests and track project progress.
• Accurately communicate project status to COE and address any issues promptly.
• Perform any other tasks as delegated by Appcast Managers.

Operations Manager

Recruiter – Contractor

Customer Service Associate – Temporary

Service Delivery Support Representative