Care Project Lead

Lahore

Job Description

Careem is the leading technology platform for the greater Middle East. A pioneer of the region’s ride-hailing economy, Careem is expanding services across its platform to include payments, delivery and mass transportation. Careem’s mission is to simplify and improve the lives of people and build a lasting institution that inspires. Established in July 2012, Careem operates in more than 120 cities across 15 countries and has created more than one million job opportunities in the region.

Job Overview

To develop, establish and manage the Care Operations to provide an efficient and comprehensive service to a specific account according to client requirements & contractual KPIs and manage agents remotely.


 

Responsibilities

  • Coordinate with Careem internal organization to ensure delivery of highest standards of customer service and deliver feedback related to service quality.
  • Manage the team to ensure all complaints and escalations are handled and that we win back or customers and ensure their happiness
  • Interface with Operation Support teams to plan and achieve needed resourcing and training plans.
  • Maintain a clear and effective SLA for channels
  • Achieve the CSAT targets and efficiency objective
  • Achieve key operation results and KPIs for both qualitative and efficiency matrix
  • Work towards continuous improvement at performance through extensive analysis and action planning

 

Key Performance Indicators

  • Ability to project manage multiple tasks.
  • Agile delivery of ad-hoc support to a high standard against accelerated timelines.
  • Data driven approach to analyze operational business performance.
  • Demonstrate the consistent modelling of both brand stewardship and collaborative behaviors to deliver the above.

Qualifications/Skills Required

  • 3+ years of experience in a fast paced environment.
  • Strong analytical skills
  • Leadership Skills: call center team leaders are in charge of other agents whom they would be expected to direct and control. Therefore, they must have excellent leadership skills and abilities which they will be able to demonstrate in working from home environment


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