Day In the Life of a SafeBoda Operations Associate
You might have seen snippets from the work-life at the Okada Geng office, heard about the free food and the jolly people. But what’s a full day like working as a SafeBoda employee?
Let’s get a peek following Malcolm Douglas-Chinda around for a day. Malcolm is an Operations Associate working in the Riders’ Performance and Engagement (P&E) subteam- Ensuring onboarded riders stay with and are happy riding for SafeBoda. The role has him immersed in data sorting and analysis, brainstorming sessions, community management, etc. Shall we?😉
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7:00AM
Up and doing some yoga! Flexing some muscles to slow afrobeats music playing from my speakers.
8:25AM
Dressed and ready for work. I order a SafeBoda, get one in a few mins and head out. Enroute now, I ask the rider to make a quick stop for me to get a cup of coffee.
9:00AM
I write my to-do. A few daily constants are:
- Check sheet for the activity of riders onboarded the previous day.
- Outbound calls to riders that almost hit the bonuses the previous day.
I do my routine check on the metrics sheet (Our performance database) — For the previous day, I check the Total ride numbers, Customers/Riders cancellation, Daily active riders, First-time active riders, etc.
9:30AM
Brainstorming sesh with the subteam led by my Team Lead, Olusola.
I start with a dramatic “Welcome to my TED Talk’’ which has my team members rolling their eyes. It’s a team of 5.
Today we talk about how to make our online rider communities engaging. Someone suggests we have riders send their rides history to the community group- Top performers are rewarded with airtime/gifts. We also review our ongoing campaign- the SafeBoda appreciation campaign which has been a success so far.
10:00AM
I begin to look at data sheets to track the activities of Kindergarten (new) riders. I sort through the data to make inferences for possible action points.
I put together a report to reward top-performing Kindergarten riders, I share with the Fraud team to vet, then with the Finance team for the rewards.
11:AM: Meeting with the Marketing Team
We start by mock dragging each other for Riders (my team) and Customers availability (Marketing team). For a ride-hailing company, getting the balance right between the availability of riders and customers is key.
After the jokes and jabs, we plan a roadshow slated for later that week aimed at riders onboarding and customer acquisition.
12 NOON: Lunch time!
My second favourite time of the day (Dinner is my first).
Lunch for today is yam porridge, vegetables and fish. I go grab my lunch and go back to the Ops office.
As the resident DJ in that space, I open Spotify on my PC to play Mood by Wizkid. I look around to see a few heads nod. Yup, not the resident DJ for nothing😊
I walk to another room in the office to check up on the P&E agents (A team that helps us call inactive riders, find out why they churned, and try to reactivate them).
1:00PM
I track the performance of reactivated churned riders and analyze.
I watch an interesting YouTube video about an airplane that time traveled. My best friend says I like conspiracy theories and always want them to be true. She’s always right but not on this one😑
2:00PM
I prepare slides for the General Operations Standup on Friday- Collate data on Riders’ activity and list every key thing we’ve (my sub-team) done so far in the week.
3:00PM
I open the heat map to know the number of ride requests we have and drivers that are online so I can predict what the collated performance data will look like the next day. God no go shame us🙏
4:00PM:
The Ops Manager requests data of riders that did a low number of rides between particular dates and how they did after we called/sent comms to them. I pull the data and share it with him.
I did some outbound calls to riders that almost hit our bonus tiers to encourage them to do more.
5:00PM: COB!
I close my laptop and go to other departments to say hi to friends there.
5:30PM
I carry my helmet and order a ride to Kilimanjaro to buy dinner. We pass by the gym I’ve been saying I’ll register at for 4 months now, I take my eyes off the gym and focus on thoughts of the good things coming at the end of the ride. :))
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