Groupon's mission is to become the daily habit in local commerce and fulfill our purpose of building strong communities through thriving small businesses by connecting people to a vibrant, global marketplace for local services, travel experiences, and goods. In the process, we're positively impacting the lives of millions of customers and merchants globally. Even with thousands of employees spread across multiple continents, we still maintain a culture that inspires innovation, rewards risk-taking, and celebrates success. If you want to take more ownership of your career, then you're ready to be part of Groupon.
Being a part of Local Operations for the EMEA hub, reporting to the Area Manager, you will manage directly a group of subordinate employees.
The RoleThe Team Lead, Merchant Operations ensures all performance objectives, mainly for Customer Service, are met and supports Merchant Operations and Content Operations for the indicated countries whenever required. This role ensures performance indicators are met on both an individual and team level, ensures schedules are in line with local labor law and agents' schedule adherence is met, monitors Service Levels, and reports potential risks to WFM. You will be responsible for individual agents' development.
ResponsibilitiesManage day-to-day operations for supervised teams with the support of a direct supervisor whenever required, aiming to provide the best customer and merchant experience in accordance with business standards.Oversee KPIs and SLAs specific to the team and ensure that the teams are meeting expectations.Provide the teams with regular feedback, training, and coaching they need to meet expectations.Hold weekly reviews with managers to go over team performance, including SLAs, KPIs, and quality specific for respective countries.Provide clear action plans, in collaboration with the Area Manager, to improve and drive results as needed.Maintain an in-depth understanding of all key policies, procedures, and processes specific to respective departments.Ensure company policies and guidelines are being followed and hold regular meetings to collect and disseminate information.Support the strategy by implementing operational initiatives to improve team efficiency and drive customer and merchant experience.Act as a hiring manager in recruitment processes for new hires to join your team.Onboard new hires in alignment with the broader onboarding program.Independently manage company performance reviews and provide recognition and praise for managed team members.Autonomously hold one-on-one meetings with supervised team members to review individual performance.Apply, interpret, and execute both Groupon HR-related policies and respective labor law legal standards while managing and addressing all employee-related actions.Perform other duties as assigned by the manager. QualificationsRelevant university degree.1+ year of experience in day-to-day operations, including contact center work. Skills, Competencies, and Required KnowledgeFluency in the language of the market/country being serviced (French - C1) and good command of English (at least on B2 level).IT literacy and proficiency in Microsoft Office.Previous experience with an e-commerce company preferred.Knowledge of consumer law of the supported region.Basic knowledge of COPC standards for Service Delivery Management.Focused and analytical reasoning skills.Ability to work independently with a focus on results and desired outcomes with attention to details.Ability to manage people effectively supported by high communication skills.Ability to handle complaints, difficult situations, and conflicts patiently and calmly in a constructive manner.Ability to manage change by demonstrating alignment and support for organizational change and innovation.Detailed knowledge of LOB relevant internal processes will be a plus. Groupon is an Equal Opportunity Employer.
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