The Call Center Employee Transportation Associate is responsible for organizing, and overseeing the efficient and safe transportation of call center employees to and from work. This role ensures timely pick-up and drop-off, manages transportation logistics and buses auditing, coordinates with transport vendors, addresses employee concerns related to transportation, and ensures compliance with all relevant safety and company policies. The associate plays a critical role in employee satisfaction and operational continuity by ensuring a reliable transportation system, and managing the company Hotline.
Key Responsibilities:
- Transportation Planning & Scheduling:
- Develop, optimize, and manage daily transportation routes and schedules to ensure efficient pick-up and drop-off of all call center employees, considering shift timings and geographical distribution.
- Work closely with Operations and HR to align transportation schedules with staffing needs and new hire onboarding.
- Adjust routes and schedules as needed to accommodate changes in employee headcount, managing D2D trips for females, shift patterns, or traffic conditions.
- Vendor Management & Coordination:
- Insure timely and quality service delivery.
- Monitor vendor performance, Busses and drivers conditions, ensuring adherence to contractual agreements, safety standards, and service level agreements (SLAs).
- Manage and applying penalties according to the vendor VSA.
- Fleet Management (if applicable - for in-house fleets):
- Oversee the maintenance and repair of company-owned vehicles (if applicable), ensuring they are roadworthy and safe.
- Manage vehicle registration, insurance, and licensing, ensuring compliance with local regulations.
- Employee Communication & Support:
- Act as the primary point of contact for employees regarding transportation issues, concerns, and feedback.
- Resolve transportation-related problems promptly and effectively, such as delays, breakdowns, or route changes.
- Communicate transportation updates, changes, or emergencies to employees clearly and in a timely manner.
- Conduct regular surveys or feedback sessions to assess employee satisfaction with transportation services.
- Safety & Compliance:
- Ensure all transportation operations comply with company safety policies, Egyptian traffic laws, and any relevant labor regulations regarding employee transport.
- Conduct hourly checks and audits to ensure vehicles are clean, safe, and equipped with necessary safety features.
- Investigate transportation-related incidents or accidents, preparing reports and implementing corrective actions.
- Promote safe practices among drivers and passengers.
- Reporting & Analysis:
- Maintain accurate records of transportation schedules, incidents, costs, and employee feedback.
- Prepare regular reports on transportation performance, budget adherence, and key metrics.
- Analyze data to identify trends, optimize routes, and recommend improvements for cost efficiency and service quality.
- Budget Management:
- Assist in developing and managing the transportation budget, tracking expenses, and identifying cost-saving opportunities.
Qualifications:
- Education: H Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field is a strong plus.
- Experience: 3-5 years of experience in transportation management, logistics coordination, or a similar supervisory role, preferably within a call center environment. Experience managing a fleet or coordinating with multiple vendors is highly desirable.
- Knowledge & Skills:
- Solid understanding of transportation logistics, route planning, and scheduling software/tools.
- Familiarity with Egyptian traffic laws and safety regulations.
- Excellent geographical knowledge of the local area (Cairo/Giza/relevant city in Egypt).
- Strong vendor management and negotiation skills.
- Exceptional problem-solving abilities and ability to think quickly under pressure.
- Excellent communication (both verbal and written in Arabic and English) and interpersonal skills.
- Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
- Customer service-oriented mindset.
- Ability to work independently and as part of a team.
- Excellent English speaking, read and writing.
Working Conditions:
- Require hourly frequent presence in the transportation loading/unloading areas.
- Involve irregular hours, including evenings, nights, and weekends as a rotational shift, to oversee shift changes and address transportation issues.
If you are interested, please send us your CV in English.
Applications will be processed in strict confidentiality.
Only short-listed candidates will be contacted.
The personal data of the applicants will be processed in strict confidentiality by Alorica solely for the purposes of selection and recruitment and will not be transferred to other data controllers unless required by law. Applicants provide their personal data on a voluntary basis and will have the right to access and correct their personal data within a reasonable time upon filing a written request.
