Description
As a Care Operations Manager, you will oversee daily operations of a contact centre team based at a BPO, collaborating with departments to drive business success.
Responsibilities:
- Manage Care performance delivered to all sides of the marketplace through outsourced teams
- Work with multiple stakeholders to own and manage day-to-day performance of service queues for customers, partners, and riders across multiple channels
- Create business insights and targets to measure Care performance
- Lead projects and initiatives to transform performance across various KPIs (CSAT, Policy Adherence, AHT, QA)
- Identify and prioritise gaps with partners and internal stakeholders, owning performance improvement strategies where required
- Independently own performance deep dives and lead updates with executives, Care leadership, and stakeholders
- Manage outsourced partner(s) performance, identifying areas for improvement and delivering action plans
- Make Care a true differentiator at Deliveroo, ensuring best-in-class customer satisfaction
- Relentlessly drive change, surfacing issues and generating hypotheses
- Present weekly, monthly, and annual performance against Care action plans and objectives
- Participate in the 24/7 emergency on-call rota
Requirements:
- Fluent in French
- 2+ years of experience as an Operations Manager in a customer service environment
- Ability to prioritise effectively, leading multiple project workstreams concurrently and independently
- Detailed understanding of customer service metrics (CSAT, Policy Adherence, AHT) and drivers of performance
- Solid analytical background and ability to drive insights through data
- Excellent verbal and written communication skills
- Knowledgeable and comfortable working with CRM systems (e.g., Zendesk, Amazon Connect) and BI tools (e.g., Looker, Tableau, Power Bi)
- Takes personal accountability for quality and accuracy of work
- Action-oriented with experience leading performance improvement projects
Workplace & Benefits: At Deliveroo, we prioritise people's welfare, offering various benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances.