Company: Borzo (WeFast) Manager - Operations Job description Borzo is one of the biggest and most technologically advanced players in the global same-day delivery market. We provide unparalleled convenience to businesses and people, all the while creating millions of self-managed courier jobs. We strive to make delivery easier and cheaper than getting out of a house or office. We operate in multiple countries with India as the top priority and already deliver more than 1,500,000 parcels monthly. To remain at the forefront of this promising, often surprising yet already highly competitive market, each day we must ensure high level of service for our clients and delivery partners, meeting and even exceeding their expectations. We are looking for a Manager - Operations - to oversee the entire process of customer service. Your mission You will join us as our first dedicated support performance manager to deliver high-performance customer support and make the quality of Borzo customer service a competitive advantage. The outcomes are: • Ensure customer support metrics at target level (FRT, AHT, CSAT) • Establish efficiency of customer support in terms of costs • Timely maintain labor quantity and quality Traits that matter: • High proactivity and personal responsibility • Structured thinking, logic, and analytical skills • Love for in-field studies and getting hands dirty • Passion for helping and mentoring others Competencies that matter: • Has proven 3–5-year experience in last mile Operations (B2C, online services) • Deeply understands contact center business processes and metrics and has cases of improvements • Skill able in team management to ensure team headcount, quality and motivation • Knows how to ensure key customer loyalty metrics (NPS) • Experienced in cross functional collaboration • Stress-resistant and able to resolve conflict situations • (would be a +) Experience working in cross-cultural teams • (would be a +) Experience working with chat platforms • (would be a +) Experience in processes automation, including AI
