Job Summary
| Position Title | Senior 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 | Ops Manager, CSAT, Policy Adherence, AHT |
| Required Experience | 2-5 years |
| Joining | Immediately |
| Nationality | Any |
| Languages | English |
Job Position
- The mission of the Operations team within Care is to deliver excellent customer experience across our three-sided marketplace (customers, restaurants and riders) in partnership with our vendors, whilst delivering efficiencies and driving continuous improvement, change and transformation
Job Responsibilities
- Sole responsibility for the Care performance delivered to all sides of the marketplace for the Middle East markets through in-house and outsourced teams
- Manage an in-house team of approximately 50 and manage outsourced partners; setting goals and objectives and providing direction and support to ensure the teams meets their goals
- Work with multiple stakeholders (global and local) to own and manage day to day performance of all Middle East service queues for customers, partners, and riders across multiple channels
- Lead on strategies to develop and optimize our operating model Create business insights, KPIs, and targets to measure Care performance
Job Requirements
- 5+ years experience as an Ops Manager (or equivalent), within a customer service environment (at a BPO or in-house) 2+ years experience with contact center BPOs Can prioritize effectively – leading on multiple project workstreams concurrently and independently
- Is calm under pressure and has experience of crisis management and business continuity
- Has detailed understanding of customer service metrics eg (CSAT, Policy Adherence, AHT) and drivers of performance for these individual metrics
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