Care Operations Manager - French

Job description

Care Operations Manager - French Speaking Location: London, hybrid working with 3 days minimum in the office As a Care Operations Manager, you will be responsible for overseeing the daily operations of one of our contact centre teams based at our BPOs. You will collaborate with other departments to drive overall business success. Additionally, you will be expected to analyse operational data, identify areas for improvement, and implement strategies to enhance productivity and quality. Responsibilities: Responsibility for the Care performance delivered to all sides of the marketplace for your areas through outsourced teams Work with multiple stakeholders (global and local) to own and manage day to day performance of service queues for customers, partners, and riders across multiple channels Create business insights and targets to measure Care performance Lead on projects and initiatives to transform performance across a wide range of KPIs e.g. (CSAT, Policy Adherence, AHT, QA) and own performance improvement strategies where required Identify and prioritise gaps with partners and internal stakeholders (e.g. policy, workforce management) and own performance improvement strategies whe...