Operations Assistant

Join GROUPE M SERVICE, a company dedicated to the transport of people with reduced mobility, as a DISPATCHER (TAD). Located in Aulnay-sous-Bois, our company operates in the land passenger transport industry and has between 201 and 500 engaged employees. Our mission is to ensure the transport of people with disabilities, providing valuable assistance to those who need it. As an Operations Assistant, you will play an essential role in the efficient coordination of our transport service, ensuring a smooth and punctual experience for our clients. We are looking for professionals passionate about assisting vulnerable people, capable of managing daily challenges with competence and kindness. Join us to make a significant difference in the lives of those who rely on our commitment and expertise.

Your missions

1. Call management and transport monitoring

• Answer calls from drivers, users, clients, and various stakeholders.

• Listen to requests, gather information, and provide an appropriate response.

• Assist drivers by phone throughout their service.

• Monitor routes and verify that transports are proceeding correctly.

• Manage unforeseen events: delays, absences, breakdowns, traffic problems, or last-minute changes.

• Modify routes and redistribute rides if necessary.

• Inform users in case of delays or changes.

• Provide phone support from 5:30 PM to 7:00 PM, according to service organization.

2. Driver assistance

• Answer drivers' questions and requests.

• Communicate schedule changes, route adjustments, or pick-up changes to them.

• Organize replacements in case of absence.

• Verify start and end of services.

• Act as a liaison between drivers and the Operations department.

• Ensure compliance with instructions and rules regarding driving, working, and rest times.

3. Reservation management

• Record transport requests.

• Verify and validate reservations according to service rules.

• Add new requests to routes.

• Take into account cancellations and last-minute changes.

• Adjust schedules and routes to best organize transports.

• Verify that information is correctly entered into the work tools.

4. Relationship with users and clients

• Respond to requests by phone with courtesy and professionalism.

• Inform users in case of delays, changes, or difficulties.

• Handle common requests and simple complaints.

• Escalate specific situations to the manager.

• Record and follow up on complaints and important events.

5. Incident monitoring

• Apply predefined instructions in case of an incident.

• Assess the situation and contact emergency services if necessary.

• Promptly notify the manager.

• Follow the incident through to its resolution.

• Write a report and keep the necessary information for follow-up.

6. Management of professional phone stock

• Monitor the company's phone stock.

• Receive and register new devices.

• Identify each phone by its line number, serial number, and IMEI.

• Maintain a spreadsheet indicating available, assigned, faulty, under repair, or out-of-service phones.

• Prepare phones before issuing them to employees and drivers.

• Provide replacement phones.

• Anticipate needs during new hires or job changes.

7. Preparation and assignment of phones

• Assign a phone to each user and note who it is issued to.

• Prepare phones and their accessories.

• Send login credentials, codes, and necessary information to use professional applications.

• Verify that each phone functions correctly before issuance.

• Update the tracking sheet for assigned phones.

8. Phone retrieval

• Organize the retrieval of phones, SIM cards, and accessories upon an employee's departure or job change.

• Follow up with individuals who have not returned their equipment.

• Check the condition of retrieved phones.

• Update the tracking sheet.

• Reset phones or arrange for their reset before re-assignment.

• Report lost, damaged, or unreturned phones.

9. Management of phones with Samsung Knox Manage

• Consult the list of phones registered in Samsung Knox Manage.

• Create and manage user accounts according to granted permissions.

• Organize phones by groups and manage their settings.

• Verify the installation of professional applications.

• Perform routine operations: updates, synchronization, remote assistance, device location, or removal.

• Verify the proper functioning of the console and license tracking.

10. Preparation of new phones

• Verify that each new phone is properly registered in Knox Mobile Enrollment (KME).

• Verify that the correct profile is assigned to the device.

• Create the user account in Knox Manage.

• Prepare the phone and verify its correct registration in the system.

• Control application installation and proper device functioning before issuance.

• Assist the user during their first login if necessary.

11. Management of phone-related issues

• Identify problems reported by users.

• Perform initial checks and possible corrections.

• Provide a replacement phone if necessary.

• Track phones sent for repair.

• Contact Samsung Knox support in case of issues.

• Inform the manager of significant or recurring problems.

Candidate profile

• You have a degree in management, administration, transport, or organization.

• You are comfortable on the phone and express yourself clearly.

• You enjoy interacting with others and know how to respond calmly and courteously.

• You can manage multiple requests simultaneously and remain calm in emergencies.

• You are organized, reliable, reactive, and know how to take initiative.

• You are proficient with computers and office tools, especially Excel.

• You easily learn to use new software and digital tools.

• You enjoy working in a team and communicating with different stakeholders.

Previous experience in transport, dispatching, call handling, or an operations department would be appreciated.

Knowledge of Samsung Knox Manage or professional phone management tools would be a plus.

Important qualities for this position: interpersonal skills, good communication, reactivity, organization, patience, and reliability.