Manager, Contact Center & Support Operations

Implement a Driver Contact Center strategy that aligns with our mission and service portfolio. Manage the driver contact center in close collaboration with external partners, including all required processes(SLAs, escalation processes, quality assurance, etc.). Manage the development and continuous improvement of the content as well as resources in the contact center knowledge base. Develop training materials, and train and mentor contact center agents, ensuring the team possesses in-depth product knowledge, refined communication skills, and provide exceptional customer service. Collaborate closely with internal teams, in particular our Product,Service and Delivery teams, to ensure the Contact Center is closely integrated with existing business operations. Establish a system to capture driver sentiment and feedback, and help translate them into actionable insights.