As a Team Shift Supervisor at Xpress, you will be responsible for ensuring effective coordination and frontline support of driver operations within your shift, covering 100500 vehicles. You will lead and support a team composed of Operations Specialists, Xpress Support, Utility Crew, and the Emergency Response Team (ERT), while ensuring that drivers achieve performance targets and maintain compliance with operational, safety, and customer service standards.
This role combines hands-on supervision, driver support, and KPI-driven operations management.
Key Responsibilities
Operations Management
- Ensure 90% of assigned drivers meet daily revenue targets (2,500/shift) by monitoring dispatch efficiency and ride fulfillment.
- Enforce 90% zone adherence compliance to maximize density and minimize idle/deadhead time.
- Conduct 100% start/end inspections for safety, cleanliness, and compliance.
- Flag all high-usage/energy exceptions through telemetry reports and inspection logs.
- Oversee smooth and timely dispatch of ride requests through manual or app-based systems.
- Monitor driver attendance and shift performance; take corrective actions as needed.
- Provide real-time route support via GPS/apps to reduce delays and optimize trips.
- Respond to emergencies (accidents, breakdowns, passenger incidents) and coordinate with ERT for resolution.
Driver & Customer Support
- Maintain 90% first-contact resolution rate for driver and passenger concerns escalated during shift.
- Ensure 98% accuracy in refunds and fare adjustments through proper case handling and documentation.
- Guide drivers on customer service best practices to maintain high ratings and minimize complaints.
- Coach drivers on app usage, payment systems, and compliance with TNVS/taxi regulations.
- Support drivers with insurance claims, traffic violations, or disputes.
Cash Remittance & Compliance
- Monitor and verify daily cash remittances from drivers to ensure proper reconciliation.
- Enforce compliance with regulatory requirements (vehicle registration, insurance, licensing).
- Maintain logs and trackers of driver concerns, cancellations, and performance data for reporting.
- Submit shift reports on KPIs (revenue, zone, service, inspection compliance) to the Fleet Supervisor.
Team Leadership
- Lead and coordinate Operations Specialists, Xpress Support, Utility Crew, and ERT within your shift.
- Cascade company policies, new procedures, and system updates to the shift team and drivers.
- Provide coaching, feedback, and corrective actions for performance issues.
- Support training initiatives on safety, customer service, and system use.
Others
- Perform other related duties as assigned, whether communicated verbally or in writing, to support the efficient operation of the department.
Skills & Qualifications
- Experience: 23+ years in fleet operations, transport/logistics, or driver support roles. Supervisory experience is an advantage.
- Education: Associate or Bachelor's degree in Business Administration, Logistics, Transport Management, or related field (preferred).
- Strong leadership, communication, and problem-solving skills.
- Familiarity with TNVS/taxi operations, transport regulations, and safety standards.
- Able to multitask under pressure while managing large driver volumes.
- Amenable to work onsite, 6 days a week, on a rotational shift schedule (AM/PM/Night).
