Rider Care Supervisor
Nana -
Sheraton, CairoPosted 4 years ago50Applicants for1 open position
- 4Viewed
- 2In Consideration
- 0Not Selected
Job Details
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Job Description
YOUR ROLE:
- Managing all Riders operations for chats & tickets through our vendors in alignment with driving the operations to be high tech and efficient. Reporting directly to the Rider Care Manager.
Rider Care Supervisor Responsibilities:
- Manage all call center operational teams (In house and Outsourcing).
- Responsible for achieving all operational KPIs in matters of (SLA, Quality, CSAT, Scheduling, Forecast Accuracy, Knowledge Training).
- Manage and own communication between call center operations and other teams.
- Manage the ticket support team and ensure a beneficial relationship with the vendors.
- Take actions based on findings of operational performance.
- Act as a problem solver to any operational show stopper.
- Spot gaps and drive actions to cover them with all the stakeholders.
- Always look for new ways and tools to improve performance, increase rider satisfaction and reduce cost.
- Flags any important issues to management that impacts riders experience.
Job Requirements
YOU HAVE:
- Bachelor Degree.
- Minimum 5 years of relevant experience.
- COPC knowledge (certified is a plus).
- Previous experience dealing with Gulf Customers is a plus.
- Very good command of English.
- Very good knowledge of MS office and Google suit.
- Outstanding interpersonal skills.
- Experts in delivering outcomes, achieving goals, and solving problems.
- A positive, “can do” attitude.
What you will find when you work at Nana
- Ownership: We Step up, drive it, and deliver it.
- Driving For Results: We build things that work, we take that seriously & we get it done.
- Passion: We work hard to make a difference every day.
- Humility: With humility, care & support, we seek win-for-all solutions.
- Collaboration: We believe in the power of working together.
