Road Traffic Control Operations Associate

Please note that this position is a ENTRY LEVEL position. Shift timing will be 5am-2pm

Founded in 2014, Lumens Group is leading the transformation of the mobility industry in Singapore. We have successfully built one of Singapore's largest car fleets and expanded our offerings to personal and corporate leasing, purchasing and financing. As we enter a new phase, we're building an integrated ecosystem for merchants and consumers, driven by advanced technology and a mission to enrich everyday life. Now, we're on the lookout for a Road Traffic Control Operations Associate to join us!

Your Role on Our Journey 

You will be responsible for ensuring the smooth and efficient daily functioning of the limousine and private hire car transport operations.

• Coordinating and overseeing passenger service delivery, ensuring timely and professional assistance.
• Managing driver schedules, ensuring adherence to rosters and trip requirements.
• Monitoring each trip from dispatch to completion, ensuring safety, compliance, and customer satisfaction.
• Acting as the primary point of contact for drivers and passengers on a live basis.
• Handling operational issues promptly to minimise disruptions.
• Maintaining accurate records of trips, driver logs, and passenger details.
• Ensuring adherence to company policies, safety standards, and relevant regulations.
• Supporting the overall operational efficiency and quality of service delivery.

This role demands a proactive, organised individual committed to high service standards in a dynamic environment.

Key Roles and Responsibilities

1. Booking and Trip Management

• Receive, process, and confirm passenger bookings via phone, online systems, or dispatch software.
• Allocate and assign drivers and vehicles for each trip based on availability, location, and service requirements.
• Monitor ongoing trips to ensure timely pickups and drop-offs.
• Make both pre-scheduled and real-time adjustments to bookings as needed, including cancellations, reroutes, or rescheduling.

2. Driver Coordination and Support

• Communicate effectively with drivers regarding trip details, changes, and instructions.
• Provide drivers with accurate trip information, including passenger details, pick-up/drop-off locations, and special requests.
• Support drivers with operational issues, including navigation, vehicle concerns, or customer service inquiries.

3. Passenger Service and Satisfaction

• Ensure a high level of customer service by addressing passenger inquiries, concerns, or complaints promptly and professionally.
• Confirm passenger pick-up details and provide necessary assistance for a seamless experience.
• Gather feedback post-trip to improve service quality.

4. Fleet and Vehicle Management

• Maintain up-to-date knowledge of vehicle availability, maintenance schedules, and operational status.
• Coordinate with maintenance teams for vehicle servicing or repairs as needed.
• Ensure compliance with licensing, safety, and operational standards.

5. Monitoring and Reporting

• Use dispatch systems and software to track vehicle locations, trip progress, and driver performance.
• Record trip details, incidents, and operational data accurately.
• Prepare reports on operational metrics, including trip completion rates, delays, driver performance, and customer feedback.

6. Adherence to Policies and Regulations

• Ensure all operations comply with local transportation laws, licensing requirements, and safety standards.
• Enforce company policies regarding driver conduct, passenger safety, and vehicle use.

7. Problem-Solving and Emergency Handling

• Respond swiftly to operational disruptions, including traffic delays, vehicle breakdowns, road traffic accidents or passenger issues.
• Escalate complex problems to senior management as needed.
• Manage emergency situations in accordance with company protocols to ensure safety.

8. Rostering and Shift Coverage

• Assist in creating and managing driver rosters to ensure adequate coverage across all shifts.
• Monitor shift adherence and manage last-minute schedule adjustments.

9. Continuous Improvement

• Identify opportunities to optimise operational processes for efficiency and service quality.
• Participate in training and team meetings to stay updated on policies, systems, and industry trends.

10. Trip Coordination & Fulfilment

• Confirm and prepare each scheduled trip, ensuring all details are accurate (pickup locations, destinations, special requests).
• Coordinate with drivers to ensure timely pick-up and drop-off.
• Monitor trip progress in real-time, resolving any issues that may arise during transit.
• Ensure all trips are completed efficiently and according to service standards.

11. Driver Supervision & Support

• Assign drivers to trips based on availability, location, and service requirements.
• Communicate effectively with drivers regarding trip updates, schedule changes, or emergencies.
• Support drivers with operational issues, route guidance, or passenger concerns.
• Ensure drivers adhere to company policies, safety regulations, and licensing requirements.

12. Emergency & Issue Resolution

• Act as the first point of contact for on-site issues, including vehicle breakdowns, passenger complaints, or emergencies.
• Implement quick corrective actions to minimise service disruptions.
• Coordinate with emergency services if necessary.

13. Communication & Coordination

• Liaise effectively with central office, dispatch teams, drivers, and other relevant stakeholders.
• Relay timely updates regarding operational changes or issues.
• Foster a collaborative and communicative work environment.

14. Continuous Improvement & Feedback

• Gather feedback from passengers, drivers, and team members to identify areas for improvement.
• Contribute to process enhancements to increase efficiency, safety, and customer satisfaction.
• Stay informed about industry best practices and regulatory changes.

Your Day-to-Day Adventures 

Pre-Shift Preparation (Before Rostered Shift)

• Review daily schedule, bookings, and any special instructions.
• Check communication channels for overnight updates or urgent messages.
• Confirm availability of drivers and vehicles for the shift.

During the Shift

1. Morning Briefing & Handover

• Attend team briefings to understand the day's priorities, special events, or VIP bookings.
• Review any last-minute changes or high-priority trips.
• Confirm driver rosters and vehicle readiness.

2. Trip Allocation & Dispatch

• Monitor incoming booking requests via the booking system, phone, or online platforms.
• Allocate trips to drivers based on proximity, availability, and vehicle type.
• Ensure drivers receive accurate trip details, including pickup location, time, and passenger instructions via dispatch software or radio.
• Confirm driver acknowledgment of assignments.

3. Passenger & Driver Support

• Provide real-time support to drivers for route adjustments, customer issues, or delays.
• Assist clients with booking inquiries or modifications.
• Address any customer complaints or issues promptly to ensure satisfaction.
• Coordinate with drivers regarding vehicle cleanliness, maintenance alerts, or technical needs.

4. Monitoring & Tracking

• Track all trips using telematics software to ensure timely pickups and drop-offs.
• Monitor vehicle statuses, including delays, breakdowns, or incidents.
• Keep communication open with drivers for updates on trip progress.

5. Problem Resolution & Emergency Handling

• Manage unforeseen incidents such as traffic delays, vehicle breakdowns, or passenger issues.
• Coordinate alternative arrangements, including rerouting or vehicle swaps.
• Liaise with emergency services if needed and document incidents per company protocol.

6. Documentation & Record Keeping

• Maintain accurate logs of trips, driver hours, and incidents.
• Record any customer or driver feedback for quality assurance.
• Ensure compliance with licensing, safety, and regulatory standards.

7. Coordination with Internal Teams

• Collaborate with customer service, maintenance, and management teams.
• Provide input on operational improvements or driver performance issues.

8. End-of-Shift Wrap-up

• Review the day's operations, noting completed trips and any unresolved issues.
• Prepare summary reports or logs for handover.
• Communicate any follow-up actions needed for the next shift.

Post-Shift Responsibilities

• Debrief with the next shift or supervisor.
• Update system records with trip details and incidents.
• Report any significant operational issues or safety concerns.

Additional Activities (as needed)

• Assist with driver onboarding or training.
• Support marketing or customer engagement initiatives.
• Participate in regular safety and compliance training.

Additional Ongoing Responsibilities

• Maintain high standards of passenger service and professionalism.
• Enforce safety protocols and compliance with transport regulations.
• Assist with employee training and onboarding if necessary.
• Participate in regular team meetings to improve operational efficiency.

 What Makes You a Perfect Fit 

• Strong organisational and multitasking abilities.
• Excellent communication and interpersonal skills.
• Knowledge of fleet management systems and reservation software.
• Understanding of local transportation laws and safety standards.
• Problem-solving mindset with attention to detail.
• Previous experience in vehicle rental, logistics, or operations preferred.
• Class 3 Local Driving License with a minimum of 2 years driving experience.
• Willing to work on a rostered alternative 5/6 calendar workweek.

Ready to Drive the Extra Mile 

Send your resume that showcases your unique spark to us today. If your journey aligns with ours, we'll get in touch soon!