Senior Customer Care Operations Manager

Job Description

Senior Operations Manager – Middle East Care

The Role

 

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.  

 

The Middle East Care team, based in Dubai provides support to the Kuwait, Qatar, and United Arab Emirates markets by working with in-house agents and outsource partners. We are looking for an analytically strong and driven individual with previous experience in customer service to help deliver our mission.

 

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 optimise our operating model 
• Create business insights, KPIs, and targets to measure Care performance
• Lead on projects and initiatives to transform performance across a range of KPIs
• Identify and prioritise gaps with partners and internal stakeholders (e.g. policy, workforce management) and own performance improvement strategies where required
• Support in-market senior management teams, representing Care in the market Leadership Team
• Independently own performance deep dives and lead updates with executives, Care leadership, and stakeholders
• Lead employee engagement initiatives to drive employee satisfaction
• Coach, mentor, and develop the next generation of leaders within Care
• Manage the performance of our outsourced partner(s), 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
• Recruits, selects, hires, and trains new in-house  call centre personnel and prepares them to respond to customer questions and complaints
• Work with multiple stakeholders to own and manage day-to-day performance of all Middle East queues for customers, restaurants and rider (e.g. chat/call/email) 
• Identify and lead initiatives with partners and internal stakeholders (e.g. Policy, WFM, Quality) to transform performance across a wide range of KPIs e.g. (CSAT, Policy Adherence, AHT) and own performance improvement strategies where required
• 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 (e.g. performance gaps)
• Prepares call centre performance insights by collecting and analysing all available data sources
• Evaluates individual performance reviews and overall team effectiveness with upper management.
• Helps agents with challenging customer service issues and handles customer complaints escalated to senior management when required.
• Recommends call centre operational strategies to senior management
• Maintains and improves call centre operations by monitoring system performance and identifying and resolving problems.
• Meets financial targets by estimating performance requirements and inputting on annual budgets.
• Presents weekly, monthly and annual performance against Care action plans and objectives.
• Perform any other tasks as required by line manager or senior management

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 centre BPOs
• Can prioritise 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 e.g. (CSAT, Policy Adherence, AHT) and drivers of performance for these individual metrics
• Has solid analytical background (e.g. Excel pivot tables, INDEX MATCH)
• Has an excellent verbal and written communication level in English
• Arabic verbal and written communication skills are preferred
• Is knowledgeable and comfortable working with CRM systems (e.g. Zendesk / Amazon Connect) and BI tools such as Looker
• Takes personal accountability for quality and accuracy of work
• Is action oriented with experience leading performance improvement projects
• Can coach and mentor a number of direct reports and has examples of frontline people engagement projects