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.
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.