Primary point of contact for drivers, handling inbound and outbound calls to resolve a broad range of concerns — payments, commission, shifts, deductions, fines, policy and operational queries. Takes ownership of each case from first contact through to closure, documents every interaction accurately, coordinates across departments where needed, and consistently achieves First Contact Resolution (FCR) while meeting service-level and quality standards.

Responsibilities

• Handle inbound and outbound driver calls in a professional, polite and timely manner.
• Proactively reach out to drivers to resolve concerns, follow up on open issues, and close the loop on commitments made.
• Verify driver details accurately before taking action or sharing information.
• Provide correct information on commission, shifts, payments, deductions, fines, policies and operational procedures.
• Resolve a broad range of driver tickets at first contact ...