Operations Assistant

Join GROUPE M SERVICE, a company dedicated to the transport of people with reduced mobility, as an Operations Assistant. Located in Aulnay-sous-Bois, our company operates in the land passenger transport industry and has between 201 and 500 committed 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 handling 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 reassign rides if necessary.

• Inform users in case of delays or changes.

• Ensure telephone availability from 10 am to 7 pm, according to service organization.

2. Driver assistance

• Respond to drivers' questions and requests.

• Transmit schedule, route, or pickup changes to them.

• Organize replacements in case of absence.

• Verify start and end of service times.

• 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 recorded in the work tools.

4. Relations 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.

• Forward specific situations to the manager.

• Note and track complaints and important events.

5. Incident monitoring

• Apply established procedures in case of an incident.

• Assess the situation and contact emergency services if necessary.

• Promptly notify the manager.

• Follow the incident until its resolution.

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

6. Professional phone stock management

• Monitor the company's phone stock.

• Receive and record new devices.

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

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

• Prepare phones before handing them over to employees and drivers.

• Provide replacement phones.

• Anticipate needs during new hires or position changes.

Profile sought

• You have a background 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, responsive, and know how to take initiative.

• You are comfortable 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 various stakeholders.

Previous experience in transport, dispatch, call handling, or an operations department would be a plus.

Important qualities for this position: interpersonal skills, good speaking ability, responsiveness, organization, patience, and reliability.

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