Rider Experience Specialist
Foodpanda
Karachi, Pakistan
2d ago

Responsibilities

  • Monitor Complain Ratio, KPIs and perform data analysis on them and figure out root causes for the issues.
  • Able to work in real-time data and observations to run order operations smoothly.
  • Develop processes and strategies for solving problems like cash losses, productivity, recovery etc.
  • A team player that loves interacting with all the other movers and shakers inside the organization.
  • Coordinate with city-heads / area managers to understand the real-time issues in the cities for prompt actions.
  • Have strong sense to minimize cancelation in the business from BPO or other departments.
  • Be a pure data lover, and play with numbers to provide case solutions.
  • Liaise and act as a custodian at the BPO site to understand and roll out SOP change, process mapping, align key business priorities and carry out rider, vendor and customer facing initiatives.
  • Closely work with BPO partners to design evaluation and training programs and monitor the metrics defined for success.
  • Prepare and publish accurate data reports to gauge true performance of vendor and rider metrics and subsequently improve functions for the company towards increasing order growth.
  • Perform rider interaction monitoring (through chats) and metric evaluation to identify areas of process / agent opportunities.
  • Requirements

  • Bachelors / Master’s Degree.
  • Prior professional experience
  • Good understanding of quality tools and systems.
  • Ability to interpret rider & vendor metrics and drive actionable changes.
  • Proficient in English in both oral and written.
  • Willing to take on additional tasks assigned.
  • Performance driven and ability to work under minimal supervision.
  • Apply
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