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Care Operations Manager - French

Deliveroo · London - The River Building HQ

ManagerOperationsAll Cost CentersCare OperationsPosted 3 weeks ago
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About this role

Care Operations Manager - French Speaking Location: London, hybrid working with 3 days minimum in the office As a Care Operations Manager, you will be responsible for overseeing the daily operations of one of our contact centre teams based at our BPOs. You will collaborate with other departments to drive overall business success. Additionally, you will be expected to analyse operational data, identify areas for improvement, and implement strategies to enhance productivity and quality. Responsibilities - Responsibility for the Care performance delivered to all sides of the marketplace for your areas through outsourced teams - Work with multiple stakeholders (global and local) 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 on projects and initiatives to transform performance across a wide range of KPIs e.g. (CSAT, Policy Adherence, AHT, QA) and own performance improvement strategies where required - Identify and prioritise gaps with partners and internal stakeholders (e.g. policy, workforce management) and own performance improvement strategies where required. - Independently own performance deep dives and lead updates with executives, Care leadership, and stakeholders - 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 your markets - 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 - You will present weekly, monthly and annual performance against Care action plans and objectives. - Participation in the 24/7 emergency on-call rota, which works out at being on-call roughly one week e

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