Live Operations Supervisor
In the future, almost everything we consume will simply materialise on our doorsteps – what we call “e-commerce” today will simply be “commerce” tomorrow. But if we continue on today’s trajectory, the growth of e-commerce risks damaging the
environment, alienating our communities, and straining the bottom-line for small businesses.
Relay is an e-commerce-native logistics company. We are built from the ground up for environmental, social, and economic sustainability. By building from the ground up we are able to entirely rethink both the middle and last mile enabling us to reduce the number of miles driven to deliver each parcel, lower carbon emissions, and lower costs, all while channelling funds to community members.
At the same time, we’re fixing the last broken aspect of e-commerce for consumers: delivery. As shoppers, we should have complete control over when and how we receive our purchases, and we should be able to return unwanted items as easily as we ordered them. That’s why whenever you buy from a merchant powered by Relay, you’ll be able to reschedule your delivery at any time. And if you don’t like what you ordered, at the tap of a button we’ll send someone to pick it up.
To orchestrate this complex ballet, Relay relies on a wide range of technologies, from advanced routing and planning to sophisticated user experiences that guide our team members on the ground. We are looking for a Live Operations Supervisor who will be responsible for overseeing a team of Live ops agents who are an integral part of ensuring Relay achieves client targets.
Manage and lead a team of 5-10 Live operations agents; coordinate their priorities and activities each day to maximise on-time deliveries, and minimise the risk of late deliveries and lost parcels
Outcome focus and a problem solver; ability to match courier shifts and routes to maximise operational efficiency.
Monitor progress of live routes, and provide live support for delivery couriers on the road
Take intervention actions for routes in distress
Organise rescue routes for unsuccessful deliveries
If agent is not available or if call needs to be escalated
Contacting couriers to fill shifts to undertake the delivery in the desired timescale with the minimal cost to the business.
Manage and investigate courier queries relating to deliveries such as; address location, missing parcels/bags.
Communicate information relevant to the customer service team
Provide end of shift operational summary reports to upper management.
Manage team KPI’s such as; call time targets and quality screenings.
Using and analysing data and reports and using 1:1 feedback with team members to drive up standards.
Help deliver appropriate staffing levels at identified times
Previous LiveOps support experience in a fast paced delivery Last Mile logistics environment
Working knowledge of Microsoft Word and Excel
Ability to understand KPI’s
A good communicator working to direct and motivate your team
Passion and experience of delivering excellent support service
Thrives on working calmly under time pressure
+2 years Experience of managing a Last Mile LiveOps team
Up to 40 hour per week
Mixed rota pattern covering 7am-11pm (Monday-Sunday)
£15 per hour on freelance basis, with opportunity to convert to permanent based on performance
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