Hala Home Supervisor (Contractual)

DEPARTMENT- Operations

LOCATION- Dubai, UAE

REPORTS TO- Operations Manager

General Overview

Hala is a first-of-its-kind partnership between RTA and Careem mandated to revolutionize Dubais taxis industry between the

government and the private sector. A Joint venture between RTA (51%) and Careem (49%). Over an exhaustive ramp up of

Dubai Taxis being part of the Hala ecosystem, equating to 90% of Dubais total taxi fleet with plans to grow.

The position is a contractual role under a third-party payroll, with contract renewal subject to performance evaluation.

Duties & Responsibilities

Operational Leadership

• Manage the daily operations of the Driver Support Centre, ensuring efficiency and productivity.
• Develop, implement, and refine processes for driver onboarding, issue resolution, and overall support.
• Monitor performance metrics and ensure service levels are consistently met.

Driver Engagement & Support

• Act as the primary point of contact for business stakeholders.
• Ensure timely resolution of driver queries related to payments, platform policies, and operational challenges.
• Gather feedback from drivers to improve services and address common pain points.

Team Management

• Recruit, train, and manage a team of support staff to ensure high-quality service delivery.
• Conduct performance reviews, provide coaching, and foster a collaborative work environment.

Compliance & Reporting

• Ensure compliance with local regulations and company policies.
• Maintain accurate records of driver interactions and generate reports on operational performance.

Issue Resolution

• Identify and escalate critical issues to the relevant departments for immediate resolution.
• Document and follow up on unresolved cases until closure.

Collaboration & Communication

• Work closely with other departments, including operations, customer service, and tech support, to address driver needs.
• Communicate updates, policy changes, and announcements effectively to drivers.

Required Skills & Competencies

Education and Experience

• Bachelor’s degree, or a related field (Operations Management, Supply Chain).
• Minimum of 3+ years of experience in customer service, operations management, or a related field, with at least 1 year

in a team lead role.

• Experience in the taxi / ride-hailing /Deliveries industry is highly preferred.

Skills & Competencies

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to handle conflict and professionally resolve issues.
• Sound knowledge of analytical and problem-solving skills.
• Multilingual abilities (Arabic, Hindi, Urdu) are an advantage.

Behavioral Traits

• Customer-focused with a strong commitment to driver satisfaction.
• Proactive and adaptable to a fast-paced environment.
• Empathetic and able to build trust with drivers from diverse backgrounds.
• Results-oriented with a drive for continuous improvement.

What We Offer

• A dynamic, collaborative, and growth-oriented work environment.
• Opportunities for professional development and growth.
• A culture that encourages creativity, innovation, cross functional collaboration and open communication.