Customer Operations Executive

1 month ago

Cardiff, United Kingdom Veezu Full time

At Veezu, our call centres are where many amazing journeys start. With a focus on customer service and high standards of service delivery, the Regional Journey Booking Centre Manager is responsible for the overall management, development, and continuous improvement of the call centre(s) in their region.
Reporting into the Regional Director, you will be responsible for the day to day management of the Journey Booking Centre across the Region. You will ensure the Journey Booking Centre provides an efficient and high-quality service by continually coaching and developing your team, to ensure they are equipped to provide outstanding service to Driver Partners, our customers and passengers.


Manage the performance of staff, optimization of the service delivery systems and dispatch of bookings to Driver Partners.
Continually review the call centre services and drive through improvements to achieve excellent stakeholder delivery.
Manage stakeholder expectations and experience through the successful management of the call centre i.e. customer bookings and Driver Partner availability.
Analyse the call centre performance against KPI’s, investigate any cause for concern and always look to improve service efficiency and quality.
RESOURCING MANAGEMENT
Ensure that the call centre is resourced effectively to adjust to local trends in booking volumes and anticipated volumes due to local events / circumstances.
Control staff hours and performance effectively to limit missed calls, pause times, cancellations and no-shows whilst retaining excellent stakeholder service delivery.

PEOPLE MANAGEMENT
Undertake talent management and succession planning of the call centre.
Address performance and training needs / opportunities.
Successfully manage multiple teams across various shift patterns, and continually monitor and adjust these to maintain high levels of customer service delivery.
Work with the HR Team and Shift Managers to effectively undertake all aspects of people
management and to drive performance within the call centre.
Ensure all employees understand how Veezu Academy operates and that training modules are completed in a timely manner.

You will ensure that your team are highly efficient and familiar with the iCabbi system by ensuring training and competency is consistently assessed.
Ensure that iCabbi is maintained and updated with all the relevant operational information to drive performance and reduce manual intervention at all levels of the business.
Identify areas for system and process improvement, prioritise and take responsibility for the successful implementation.

Maintain quality standards within the call centre, investigating and resolving any complaints through a 360-degree feedback loop.
Responsible for Information Security compliance within the call centre and undertake an annual audit and Information Security training.
Lead by example and act in compliance with GDPR, our policies and area specific requirements at all times.
Undertake information security training and help your team understand what is required of them under the company’s information security policies and procedures.
Maintain information security to a recognised required standard in line with business needs.
Be committed to maintaining our ISO27001 certification and set high standards for Information Security compliance.

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