Customer Service Lead

hace 2 semanas

Bogota, Colombia Rappi A tiempo completo

Oye, es hora de que te unas a nosotros para mostrarle al mundo que somos la empresa que está cambiando paradigmas, donde revolucionamos las horas, los minutos y los segundos

¿Quieres saber por qué Rappi?
- ️ VEMOS OPORTUNIDADES donde otros ven problemas;
- ️ VEMOS CERCANIA donde otros ven distancia;
- ️ VEMOS ADRENALINA donde otros ven presión.

Únete a un equipo donde todos somos capaces de TODO, donde todos tenemos las mismas oportunidades, sin importar género, raza, orientación sexual, religión, nacionalidad, edad, discapacidad, formación o experiência.

¿Te ha gustado lo que has leído hasta ahora? Descubre cómo entregarás magia junto con nosotros a través de tu misión Rappi

Revisa cómo impactarás nuestro ecosistema:
Live Operations is a team that is committed to provide the best possible experience when our end User, Rt, Ally or Business partner interacts with an agent. This stands for our agents to be our frontline champions that work hard to deliver results by solving our customer's problems in one contact. Our team efforts are invested in providing the right tools, agile processes, fair policies and high bar agent performance considering quality and efficiency.

The Operations lead is responsable for operational efficiency in Riders Vertical.

Como parte de Rappi, serás responsable de:

- You are responsible for managing operational efficiency in Riders Vertical.
- You will master operational and quality metrics and acknowledge how success look like.
- You build a strong and close relationship with our business partner outsourcing to improve customer experience by monitoring agent performance, quality outcomes, tools developments demand, and process improvement initiatives among others.
- You lead Customer Service workshops and work with leadership to continue building programs and CS labs that provide key drivers that can contribute to operational success.
- You work and build strong relationships with stakeholders that involved Product, Fulfillment, Tech, Training, Work Force Management, Voice of the Customer and PMO.
- You deep dive in Rider Vertical services, understanding contact reasons, root causes, targets, deviation, incidents and escalate to teams with business opportunities and priorities.
- You are mindful and creative, understand business overall strategy that articulates the big picture with CS mission and service delivery north star.
- You participate actively with Training and Content team to collaborate on agent training program deliveries.
- You make connections and deeply understand our business priorities, workflows, tools, among other main resources to get the job done.
- You understand automations impact and are part of the solution. ]
- You know what success looks like and work hard to achieve it.
- You are the frontline

Bien y ahora, ¿Cuáles son los requisitos para que yo sea parte de este universo de neón?
- 5+ People manager experience
- 5+ years in Customer Service Management, BPO, preferably in technology, e-commerce or food delivery industry.
- Bachelor’s degree on Engineering, Business and other related fields.
- Fluent English, writing and speaking (B2).
- Excellent knowledge of performance evaluation and change management principles.
- Leadership, communication, problem solving and dealing with ambiguity is highly valued.
- Proficiency on Excel, SQL Jira, Slack, Google Sheets, Monday, Lean/Sigma

Tipo Empleador:
Regular

Empleador:
Rappi Technology Colombia

Para más información consulta nuestra pagina web

y revisa nuestras reseñas en Glassdoor

Te esperamos con mucha ansiedad y brillo en los ojos para entregar magia juntos _#Rappi_

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