Cab Dispatch Executive B2C

Key Responsibilities

1. Real-Time Dispatch & Trip Management

• Allocate and dispatch trips to drivers based on location, availability, and SLA targets.
  
• Monitor live trips end-to-endfrom booking to completion—to avoid delays, no-shows, or cancellations.
  
• Ensure rapid substitution of vehicles in case of driver drop-offs or breakdowns.
  
• Maintain strict adherence to pickup times for airport transfers and scheduled rides.
  

2. Driver Coordination

• Communicate instructions clearly to drivers through calls, WhatsApp, or internal apps.
  
• Track driver check-ins, duty start times, and readiness before peak hours.
  
• Enforce compliance on behavior, grooming, route discipline, and company SOPs.
  
• Escalate unresponsive or non-compliant drivers immediately.
  

3. Customer Interaction

• Handle customer queries on timing, vehicle details, and driver communication.
  
• Provide quick resolution for issues such as delays, last-minute changes, and wrong locations.
  
• Manage refunds, reassignments, or adjustments in coordination with the accounting team (if required).
  

4. Operational Control & Reporting

• Maintain dashboards for trip status, cancellations, exceptions, and SLAs.
  
• Update shift logs: trip allocation reasons, escalations, driver issues, customer feedback.
  
• Highlight patterns—late reporting drivers, frequent cancellation drivers, peak-hour gaps—and recommend fixes.
  
• Support compliance with audit and safety requirements (driver documents, RC/insurance checks).
  

5. Coordination with Other Teams

• Work with customer support, fleet management, and vendor partners to ensure smooth operations.
  
• Coordinate with the business development team for corporate bookings and priority trips.
  
• Work with tech/product teams to report app issues or workflow bugs.
  

Skills & Competencies

• Strong command of

  real-time operations

  , preferably in ride-hailing, mobility, logistics, or cab aggregation.
• High situational awareness and fast decision-making under pressure.
  
• Excellent communication—clear, crisp, firm.
  
• Strong discipline in shift management, escalation logging, and reporting.
  
• Proficiency with dispatch/CRM systems, live maps, route logic, and GPS tools.
  
• Ability to handle high call volumes and multitask across trip monitoring screens.
  
• Customer-first mindset with operational toughness—no fear of tough driver conversations.