Live Operation Speacialist

Job Purpose

The Live Ops Specialist is responsible for executing and supporting day-to-day live operational activities, ensuring smooth delivery of services, real-time coordination of dispatches, and high-quality customer service. This role works under the Live Ops Lead to monitor ongoing operations ( dispatch, service requests), handle incident resolution, communicate with field teams and customers, and ensure adherence to service-level standards and operational protocols. The Live Ops Specialist is critical to maintaining operational reliability, customer satisfaction, and efficient service delivery.

Job Responsibilities:

Operational Monitoring & Dispatch Support

• Monitor live operations: track ongoing deliveries, service requests or dispatch tasks in real time using operational tools and following up and responding to on ground couriers delivery time issues.
• Assist in assigning and dispatching tasks to couriers, drivers, or field agents based on availability, location, and priority.
• Update and maintain dispatch logs, status reports, and tracking information.
  
  
  

Customer & Field Support

• Serve as first-line contact for customers or clients regarding live service status (dispatch time, delivery tracking, issues).
• Communicate with field teams (couriers / drivers / agents) — dispatch instructions, schedule updates, route changes, or special instructions.
• Handle customer queries, complaints, or service disruptions; coordinate resolution with appropriate teams.
  
  
  

Incident Management & Issue Resolution

• Log incidents or service issues (delays, missing items, failed delivery, customer complaints).
• Coordinate with operations, quality, and vendor management to resolve incidents promptly.
• Escalate major issues to Live Ops Lead / management, supplying details and recommended solutions.
  
  
  

Data Entry & Reporting

• Record daily operational data: dispatch counts, delays, incident reports, delivery success/failure, resource usage.
• Support preparation of daily/weekly operations reports and KPIs (on-time delivery rate, incident rate, customer feedback, resource utilization).
• Help maintain accurate records of delivery/service performance, customer feedback, and operational metrics.
  
  
  

Coordination & Collaboration

• Work closely with other departments: Customer Service, Quality, Vendor Management to ensure smooth operations, handle escalations, and improve processes.
• Support scheduling and resource planning by providing input on operational demand, peak times, resource availability.
• Participate in shift-based operations, including handovers and coordination across shifts or teams.
  
  
  

Process Adherence & Quality Assurance

• Follow standard operating procedures (SOPs), operational guidelines, and company policies for dispatch, delivery, service handling, and customer interaction.
• Ensure compliance with safety, regulatory, and service standards.
• Provide feedback on operational issues, suggest improvements to workflows, and support continuous improvement initiatives.
  
  
  

Job Specifications (Required Qualifications and Experience):

• High school diploma or equivalent required; a bachelor’s degree in Business Administration, Logistics, Supply Chain, or related field is a plus.
• 1–3 years of experience in operations, dispatch, logistics, customer service, field operations support, or live-ops/real-time operations environment — courier, delivery, 3PL, or similar services preferred.
• Experience with dispatch systems, order tracking, customer communication, or delivery coordination is an advantage.
• Basic familiarity with delivery workflows, field service operations, or service delivery models is desirable.
• Availability to work variable or shift-based hours, including early mornings, evenings, weekends or on-call duty depending on delivery/service schedule.
• Good command of relevant languages — both spoken and written — as needed by the company’s customer base and operational region.
• Basic computer literacy; comfortable with digital tools for dispatch/tracking, communication apps, email, and reporting.
• Willingness to adhere strictly to company SOPs, safety guidelines, and quality standards.
  
  
  

Operational & Technical Skills

• Basic competence with operations management tools, dispatch systems, or order/delivery tracking platforms.
• Good data entry and record-keeping capability; ability to maintain accurate logs and reports.
• Proficiency with MS Office (Excel, Word), Google Sheets, or similar — for tracking, reporting, and documentation.
• Basic problem-solving skills to handle routine operational issues and coordinate resolution.
  
  
  

Soft & Interpersonal Skills:

• Strong communication skills (verbal and written) — able to interact with customers, field staff, and internal teams clearly and professionally.
• Customer-service orientation: empathetic, responsive, solution-focused approach when dealing with customer issues or complaints.
• Organizational and multitasking ability — capable of managing multiple live operations, tasks, and communication streams simultaneously.
• Flexibility and adaptability — comfortable working under pressure, handling shifting priorities, and supporting live operations during peak times or unexpected events.
• Reliable and responsible — punctual, dependable, and committed to maintaining operational standards.
• Teamwork and collaboration — works well with colleagues, supports cross-functional coordination, and maintains positive relationships across departments.