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Groupon Customer & Merchant Support Team
R26839

Team Leader, Merchant Operations with French

Description

Groupon’s mission is to become the daily habit in local commerce and fulfil 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 EMEA hub, reporting to Area Manager, managing directly a group of subordinate employees. The Team Lead, Merchant Operations ensures all performance objectives mainly for Customer Service are met, as well, supports Merchant Operations and Content Operations for the indicated countries whenever required. This role ensures performance indicators are met on an individual and team level, ensures schedules are in line with local labour law and agents’ schedule adherence is met,  monitors Service Levels and reports potential risks to WFM, and is responsible for individual agents’ development. 

The Team Lead supports the achievement of the company set Objectives and Key Results (OKRs) on their level, including the implementation of pre-approved initiatives, while respecting the company values and culture tenets.

Responsibilities

  • Manage day-to-day operations for supervised teams with the support of direct supervisor whenever required, with the aim to provide the best customer and merchant experience in accordance with business standards

  • oversee KPIs and SLAs team specific 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 the team performance, including SLAs, KPIs and quality specific for respective countries for respective team

  • provide clear action plans, in collaboration with 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. Hold regular meetings to collect and disseminate information

  • support the strategy through implementing the operational initiatives taken to improve the efficiency of the team, processes and drive customer and merchant experience

  • preparation of data, reports and other applications/tools for recurring appointments

  • act as hiring manager in recruitment processes for new hires to join own team

  • onboard new hires in alignment with the broader onboarding program

  • independently manage company performance reviews, provide recognition and praise for managed team members

  • autonomously hold one to 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/people related actions

  • perform other duties as assigned by the manager.

Qualifications

  • Relevant university degree

  • 1+ year of experience in day-to-day operations, including contact centre work.

 

Skills, Competencies and Required Knowledge (Certifications, Languages, Training):

  • Fluency in the language of the market/country being serviced (French - C1), good command of English (at least on B2 level

  • IT literacy and proficient in Microsoft Office

  • Previous experience using Salesforce.com software preferred

  • 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 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 organisational change, innovation etc.,

  • Detailed knowledge of LOB relevant internal processes will be a plus.


Groupon’s purpose is to build strong communities through thriving small businesses. To learn more about the world’s largest local ecommerce marketplace, click here for the latest Groupon news. Plus, be sure to check out the values that shape our culture, guide our strategy and make our company a great place to work. And just don’t take our word for it. Hear from real Groupon team members, learn more about our inclusive employee groups, and check out our benefits. If all of this sounds like something that’s a great fit for you, then click apply and let’s see where this takes us.

Groupon is an Equal Opportunity Employer

Qualifications for employment, promotion, and other terms and conditions of employment are based upon the ability to perform the job. Equal-employment opportunities are provided to all applicants and employees without regard to race, creed, religion, color, age, national origin, sex, disability, medical condition, sexual orientation, gender identity or expression, genetic information, ancestry, marital status, military discharge status (excluding dishonorable discharge), veteran status, citizenship status, or other legally protected status. We are all responsible for maintaining this policy. Groupon is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may email us at hraccommodations at groupon.com. If you have concerns related to Groupon’s equal employment opportunities, you may contact Groupon’s Ethics Reporting Service Ethicspoint.

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