Community Operations Manager

Lead strategic communication initiatives, engaging and connecting with our community. Drive impactful campaigns, manage social media channels, and foster community engagement.

The Community Operations Manager will shape the future of our contact centre operation, committed to delivering excellent customer contact experiences across various channels such as Phone, Email, Web/Live Chat, WhatsApp, Telegram, Video, and Social Media.

The role involves ensuring customers receive friendly, professional, and high-quality service, resolving various queries efficiently.

Responsibilities

• Oversee all contact centre teams (in-house and outsourced), including first, second, and third-line support, as well as planning and forecasting teams.
• Manage daily contact centre performance to deliver exceptional service, meeting or exceeding KPIs within budget.
• Develop and implement strategies for contact centre development, adopting new practices and technologies to maintain high-quality customer service recognition.
• Lead and motivate the contact centre management team to foster engagement and high performance.
• Oversee end-to-end customer contact processes, supporting initiatives to improve efficiency and reduce complaints.
• Handle recruitment, training, induction, and coaching strategies across contact centres.
• Define contact centre roles, shift requirements, and candidate profiles.
• Lead resource planning to ensure optimal utilization and coverage of contact demand.
• Implement continuous improvement plans based on employee and customer insights.
• Advise on the use of new tools and technologies, such as Telephony and CRM, to optimize operations and meet SLAs.
• Represent the voice of the customer, advocating for change and improvements in the customer experience.
• Achieve cost efficiencies and improve customer satisfaction scores.
• Ensure quality assurance, compliance, and legal obligations are met across all interactions.

Apply to this role

Ready to make a significant impact in the dynamic world of digital car rentals? Apply now and be a driving force behind our innovative journey. Your expertise will unlock new possibilities in the future of mobility with us.