Calling Team Member – Calling Team

Location: Subic
Manpower: 5 (Seasonal)
Department: PHIT – Port Handling & Inland Transport
Operation Scope: Port Handling & Inland Transport for U.S. Military Exercises
Work Schedule: Shift-based (24/7 operations – day / night / weekend)

Job Description

The purpose of this position is to communicate directly with drivers and actively track assigned vehicles to ensure timely and complete arrival at the designated destination.

The focus of this role is real-time communication, continuous follow-up, and accurate status reporting of transport vehicles throughout the transport journey.

The definition of success for this role is that all assigned vehicles are continuously tracked, remain responsive, and arrive at the destination on time in accordance with the approved schedule.

This position is accountable for providing accurate vehicle status updates and immediately reporting any issues, delays, or irregularities to the Shift Lead.

Key Responsibilities

• Call and communicate directly with assigned drivers throughout the transport journey.
• Confirm driver understanding of pickup point, destination, route, and required arrival time.
• Actively follow up on vehicle movement according to the approved schedule.
• Immediately report late departures, delays, or vehicle stoppages to the Shift Lead.
• Escalate cases where drivers are unreachable or unresponsive.
• Gather accurate vehicle status information, including location, estimated time of arrival, and any issues encountered.
• Assist drivers who are unsure of routes or destinations by coordinating with the Shift Lead.
• Update real-time tracking logs accurately and promptly.
• Maintain professional, clear, and respectful communication with drivers at all times.
• Support shift handover by providing clear and accurate vehicle status updates to the next shift.

Qualifications & Requirements

• Experience in call center operations, dispatch, logistics coordination, or customer service is preferred.
• Proficiency in Filipino is required.
• Proficiency in English is a must for reporting and coordination.
• Strong phone communication skills that are clear, calm, and persuasive.
• Basic computer skills, including Excel, Google Sheets, and messaging applications.
• Willingness to work rotating shifts, including nights and weekends, based on operational requirements.

Skills & Competencies

• Strong communication skills with the ability to explain instructions clearly and confirm driver understanding.
• High persistence, ensuring continuous follow-up until responses are received.
• Strong listening skills to accurately understand driver situations and issues.
• Ability to remain calm and focused during delays, breakdowns, or incidents.
• Strong teamwork skills, working closely with the Shift Lead and other team members.

Personal Attributes (Critical)

• Strong sense of responsibility with full ownership of assigned vehicles.
• High reliability, trusted to perform during night shifts and critical operations.
• Strong attention to detail to ensure accurate call logs and tracking updates.
• Professional attitude, maintaining respectful and appropriate communication with drivers at all times.

Reporting & Documentation

• Maintain calling logs, including call time, driver response, vehicle location, and estimated time of arrival.
• Update real-time vehicle tracking sheets accurately and promptly.
• Report delays, breakdowns, route confusion, or non-compliance immediately.
• Provide accurate and complete vehicle status updates during shift handover.