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Customer Care Operations Manager
Posted on 1/25/2023
Locations
London, UK
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Management
Salesforce
SQL
Zendesk
Requirements
  • Has 5+ years' experience as an Operations Manager in a fast moving and dynamic company - previous BPO experience is highly desirable
  • Is results driven, with experience of leading performance improvement projects
  • Can prioritise effectively and lead on multiple project workstreams concurrently and independently
  • Is calm under pressure and has experience of crisis management and business continuity
  • Is knowledgeable of CRM systems (e.g. Zendesk / Salesforce) and has experience of creating synergies across systems
  • Has some partner / vendor management experience
  • Takes personal accountability for quality and accuracy of their work
  • Has solid analytical background (e.g. Excel pivot tables and INDEX MATCH), SQL skills are highly desirable but not essential
  • Can coach and mentor a number of direct reports and has examples of frontline people engagement projects
Responsibilities
  • Working with multiple stakeholders to own and manage day-to-day performance of all English speaking service queues for customers, restaurants and riders (e.g. chat /call)
  • Leading on projects to meet our departmental goals (e.g. reducing handle time to save costs)
  • Creating business insights, KPIs and targets to measure effectiveness (e.g. using agent level reporting to create productivity targets)
  • Managing the performance of our outsourced partner(s), identifying areas for improvement and creating plans to achieve them (e.g. agent efficiency)
  • Identifying and prioritising performance gaps with partners and internal stakeholders (e.g. policy, workforce management) and owning performance improvement strategies where required
  • Supporting in-market leadership teams make Care a true differentiator at Deliveroo, ensuring best in class customer satisfaction for our customers
  • Relentlessly driving change - surfacing issues across Care operations, generating hypotheses, and landing improvements
  • Owning performance deep dives and leading updates with executive stakeholders on specific issues (e.g. performance gaps)
Deliveroo

1,001-5,000 employees

Takeaway food delivery
Company Overview
Deliveroo's mission is to bring customers a whole world of restaurant-quality food.
Company Core Values
  • We are customer obsessed
  • We succeed as a team
  • We are relentless
  • We deliver results
  • We get to the bottom of things
  • We simplify
  • We think big
  • We build trust
  • We never say 'it's not my job
  • We are frugal
  • We embrace change
  • We celebrate difference