Customer Care Operations Manager

5 months ago


Dubai, United Arab Emirates Deliveroo Full time

**Manager - Customer Support Operations (UAE)**:
**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 Customer 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**
- 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
- Recruits, selects, hires, and trains new in-house call centre personnel and prepares them to respond to customer questions and complaints
- 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 directed by line manager or senior management

**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 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 beneficial
- Is knowledgeable and comfortable working with CRM systems (e.g. Zendesk / Amazon Connect) and BI tools such as Looker
- Has experience of working with partners / vendors or third party suppliers
- Can coach and mentor a number of direct reports and has examples of frontline people engagement projects



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