Job Summary
| Position Title | Customer Care Operations Manager |
|---|---|
| Hiring Organization | Deliveroo Group |
| Job Location | Dubai, UAE |
| Base Salary | AED |
| Job Schedule | Full Time |
| Required Degree | Bachelor's Degree |
| Required Skills | Team Leader Or Ops Manager, Crisis Management, Business Continuity, CSAT, Policy Adherence, AHT, Excel Pivot Tables, INDEX MATCH |
| Required Experience | 3+ years |
| Joining | Immediately |
| Nationality | Any |
| Languages | English |
Job Position
- Manage the performance of our outsourced partner(s) and in house escalation desk, identifying areas for improvement and delivering action plans to ensure that targets are achieved and we deliver the best customer experience in the Middle East markets
Job Responsibilities
- Make Care a true differentiator at Deliveroo, ensuring best in class customer satisfaction for all three sides of the marketplace
- Relentlessly drive change – surfacing issues across Care operations, generating hypotheses, and landing improvements
- Own performance deep dives and leading updates with executive stakeholders on specific issues (eg. performance gaps)Prepares call center performance insights by collecting and analyzing all available data sources
- Evaluates individual performance reviews and overall team effectiveness with upper management
Job Requirements
- Has 3+ years’ experience as a Team Leader or Ops Manager, within a customer service environment (at a BPO or in-house within a company)
- Is calm under pressure and has experience of crisis management and business continuity
- Has understanding of customer service metrics eg (CSAT, Policy Adherence, AHT) and drivers of performance for these individual metrics
- Has solid analytical background (eg. Excel pivot tables, INDEX MATCH)Has an excellent verbal and written communication level in English
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