Care Ops Manager
Careem
Lahore, Pakistan
4d ago

At Careem, we are driven by the purpose of simplifying the lives of people and building an awesome organisation that inspires.

Based in Dubai, we started our journey as a pioneer of the Middle East’s ride-hailing economy. Today, Careem is the region’s everyday Super App operational in 13 countries and over 100 cities.

The Super App provides a host of daily services that people need to move around, to order things and to transfer money in one unified smartphone app.

Our goal is to simplify people’s daily lives so that they can spend their precious time and mindshare on things that really matter and on realizing their potential.

RESPONSIBILITIES :

  • Manage operations for all assigned sites and all channels and Line of businesses allocated across all markets
  • Collaborate with the business process innovations team to provide the best quality of interactions
  • Coordinate day to day Care operations with focus on identification and fixing of root causes
  • Work with tech teams on optimizing Care channels and automating issue resolution workflows
  • Focus on customer satisfaction by developing first line & training team on process improvement
  • Plan actions to achieve customer / Captain satisfaction
  • Achieve Key deliverable metrics of the account / LOB - Satisfaction scores, quality, SL , shrinkage etc
  • Initiate and conduct projects for betterment of various focus key deliverable areas for the LOB
  • Participate in Care weekly reviews and other forums like Weekly Care sessions and provide inputs and enhancement areas
  • Closely coordinate with BC central support Care team to achieve common agreed Goals
  • Reduce churn and increase customer retention
  • Ensure our partners and vendors are delivering service according to the Careem standards
  • Set targets for KPIs and periodically review them to ensure that it is aligned with Company's goals and OKRs
  • Have a deep understanding and conduct required analysis to understand customer / captain satisfaction drivers
  • Plan actions to achieve customer / captain satisfaction targets through process enhancement and effectively managing TLs & outliers
  • Spot any gaps in performance or processes and work closely with related departments to bridge those gaps
  • QUALIFICATIONS, EXPERIENCE, SKILLS AND KNOWLEDGE : -

  • Bachelor’s degree in business administrations or any subject that is relevant to the position
  • At least 4 - 5 years of experience (including minimum 2 years experience in managerial position).
  • Highly entrepreneurial and hands-on ability to get things done by rolling up his / her sleeves and with minimal resources.
  • Highly adaptable and abilIty to find practical solutions.

  • Stakeholder management strong negotiation skills and ability to influence at all levels; ability to work effectively cross functionally and cross verticals / domain (across Careem)
  • Ability to balance strategic, commercial and operational considerations in assessing options and arriving at recommendations
  • Strong commercial negotiations skills
  • Strong communications and interpersonal skills
  • Should have experience in Call Center
  • Ability to manage multiple tasks and work to tight deadlines
  • Ability to lead small to medium teams.
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