Care Operations Manager - French Speaking Job at DELIVER (London)

Job Description

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.

Job Responsibility

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
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 every quarter.

Requirements

Fluent in French
2+ years experience as an Ops Manager (or equivalent), within a customer service environment (at a BPO or in-house)
Can prioritise effectively - leading on multiple project workstreams concurrently and independently
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 and ability to drive insights through data (e.g. Excel pivot tables, INDEX MATCH)
Has an excellent verbal and written communication skills
Knowledgeable and comfortable working with CRM systems (e.g. Zendesk / Amazon Connect) and BI tools such as Looker, Tableau, Power Bi.
Takes personal accountability for quality and accuracy of work
Action oriented with experience leading performance improvement projects, such as turnaround plans, glidepaths to green.

What we offer

A competitive and comprehensive compensation and benefits package
Up to 5% matched pension contributions
Some roles may be eligible for share awards
Free Deliveroo Plus: free delivery and access to special offers
Team lunches from the best local restaurants
25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo
One day of paid leave per year to volunteer with a registered charity
Funded single cover healthcare on our core plan, with the option to add family members at own cost
On-site gym (HQ), discounted external gym membership
Access to wellbeing apps such as LesMills+, Strava, Headspace, Yogaia via GymPass
Discounted dental insurance and a range of other flexible benefits, such as critical illness cover, partner life cover, travel insurance, health assessments
Life assurance
Maternity, paternity and maternity and shared parental leave, eligible from day one of employment
Excellent kit to enable working from home and a parent-friendly working culture
Access to free mortgage advice
Cycle to Work Scheme or Season Ticket Loans, depending how you wish to travel
Excellent learning and development opportunities and access to RooLearn, our learning platform, packed with high-quality training and content
Regular Employee Resource Group (ERG) led social events – examples include dinners, dance lessons and in-office yoga sessions
Summer and end-of-year parties

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Care Operations Manager - French Speaking

Job Description

Job Responsibility

Requirements

What we offer

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