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Live Operations Manager

elmenus.com

Posted on January 15, 2020

7 - 8 years Cairo - Egypt

Any Graduation. Any Nationality

Opening 01

Job Description

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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
More than 7 years
Not Specified at least
Food Services/Restaurants/Catering Internet/E-commerce


FMCG / Foods / Beverages

Data Entry / Operations / Back Office Processing

Desired Candidate Profile

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.

Keywords

Live Operations Manager

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