Office and customer service

Senior customer support manager

DeliverooDubai, United Arab Emirates; London, United Kingdom

• WhereDubai, United Arab Emirates; London, United Kingdom
• ExperienceExperienced
• Skills and toolscontact centre operations, BPO operations, root cause analysis, CSAT, average handling time (AHT), workforce management, performance frameworks, OKRs, customer support systems
• Also24/7 leadership on-call rota; In-house team of around 50 agents; Outsourced network of around 1,500 agents across three BPO partners and three shared service centres
• ReferenceRef. 3148
• In the paper untilThu 19 Nov

About the job

Senior customer support manager at Deliveroo. Leads an in-house Global Escalations team of around 50 agents and an outsourced network of around 1,500 agents. Accountable for customer support performance, service quality and customer satisfaction across markets. Participation in a 24/7 leadership on-call rota.

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