Shift Manager: Customer Experience & Operations Lead

Veezu; Cardiff; On-site; GBP 38,000 - 52,000; Full time

Job summary

Veezu is seeking a Shift Manager to oversee daily operations at our Cardiff HQ. You will mentor Agents, drive KPI attainment, and handle escalations to ensure high-quality passenger and driver partner experiences.

You will lead a high-performance team, design coaching plans, and coordinate rosters while collaborating with Pricing, Commercial, and IT to resolve issues within SLAs. A proactive, empathetic leader will thrive here.

Qualifications

• Experience leading and coaching a team to meet and exceed targets.
• Strong understanding of KPIs and performance metrics.
• Proven ability to manage escalations and maintain quality service.
• Ability to design coaching and training to raise standards.

Responsibilities

• Oversee daily operations and mentor agents to achieve KPIs.
• Handle escalations and drive resolutions to improve first-contact resolution.
• Plan, schedule and supervise rosters; ensure adequate coverage.
• Develop a culture that balances passenger and driver partner satisfaction with business targets.
• Collaborate with cross-functional teams to resolve issues within SLAs.
• Provide regular feedback, 1:1s, and PDPs to team members.

Skills

People Management

Customer Service Leadership

Team Motivation

KPIs & Performance

Job description

Veezu is seeking a Shift Manager to oversee daily operations at our Cardiff HQ. You will mentor Agents, drive KPI attainment, and handle escalations to ensure high-quality passenger and driver partner experiences.

You will lead a high-performance team, design coaching plans, and coordinate rosters while collaborating with Pricing, Commercial, and IT to resolve issues within SLAs. A proactive, empathetic leader will thrive here.