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Job Description
- You will be leading elmenus’ triple sides Live Operations team (Customer Side, Restaurant Side, Fleet side).
- you will manage the biggest team of elmenus, of agents, team leaders and supervisors.
- You will be challenged to attract customers, retain customers and turning dissatisfied customers to loyal customers.
- You will develop, maintain and optimize the live ops SOPs, SLAs and KPIs. (SLA, AHT...etc)
- You will generate and maintain all the performance dashboards and reports
- You will monitor and analyze daily SLAs and re-forecast resources needed to ensure accurate trending and scheduling.
- You will set and maintain the quality standards (DSAT, CSAT, Resolution Rate, NPS)
- you will plan & forecast the needed resources & capacity planning.
- You will follow up and respond to customer complaint escalations where necessary through all channels.
- Motivate your team to reach Service levels and KPI's set by management such as response rates, productivity and customer satisfaction.
- Recruit and design the live operations requirements.
- Work collaboratively with elmenus team to ensure business and team objectives are met.
- You will motivate and encourage each and everyone of your team members to overachieve their KPIs and to work on their development plan
Job Requirements
- You are a self motivated leader willing to take the challenge of starting, maintaining and enhancing our support center.
- You have strong English, written and verbal communication skills.
- You have advanced reporting skills. Previous experience in capacity planning or workforce management is a plus
- You have detail understanding of a customer journey and how to improve our customer experience.
- You are not afraid to providing innovative solutions to problems and complaints.
- You are experienced in working in a fast-paced environment that requires taking initiative, productivity and multitasking.
- You are ambitious and assertive, you take ownership of your work and think beyond the scope of a given assignment.
