Operations Manager

Il y a 3 mois


Puteaux, France LeCab Temps plein

LeCab est une startup en pleine expansion qui a pour mission d’offrir la meilleure expérience utilisateur VTC du marché. **Comment ?**
- En assurant un service **premium** : ponctualité, disponibilité et qualité sont les maîtres mots de nos opérations ;
- En adaptant notre offre à tout type de demandes : grâce à notre **technologie** innovante, nous allons au-delà d’une simple proposition de transport ;
- En prônant des valeurs RSE fortes : gamme « green », écoconduite, dialogue social, rémunération minimum garantie. **Nos chauffeurs sont nos partenaires**.

Nous sommes le plus grand acteur VTC **made in France** avec une présence inégalée dans 26 villes en France Métropolitaine, 1 million de clients, plusieurs milliers de courses par jour et 13000 chauffeurs partenaires

Avec LeCab, il est possible de commander facilement une voiture avec chauffeur en quelques clics sur notre app mobile, mais également sur notre site internetou les sites de réservation de voyage.

**Descriptif du poste**

En tant qu’Operations Manager, **tu es le/la porte-parole de nos chauffeurs partenaires**. Ton rôle principal consiste à gérer ton portefeuille de chauffeurs : assurer la **disponibilité d’un nombre suffisant** de chauffeurs **performants** pour répondre à la demande.

Tu es en contact permanent avec tes chauffeurs : tu remontes et analyses ce qu’il se passe sur le terrain aux équipes internes et propose des améliorations de nos process.

Tes missions sont notamment:

- Être le/la porte-parole des chauffeurs en interne, tant dans la remontée et la priorisation des besoins identifiés que dans la participation à l’amélioration continue de l’expérience client.
- Assurer une relation de confiance avec les chauffeurs partenaires et garantir leur satisfaction.
- Traiter rapidement et efficacement les demandes et réclamations des chauffeurs partenaires.
- Conseiller nos chauffeurs affiliés sur la qualité de leurs services en leur fournissant un point sur leur activité et en leur proposant des axes d’amélioration. Tu seras responsable de rappeler de manière pédagogique les procédures à respecter et de veiller à ce que la charte qualité soit respectée. Grâce à tes conseils et tes recommandations, tu contribueras à améliorer la qualité de service offerte par nos chauffeurs affiliés et à renforcer la satisfaction de nos clients.
- Participer à l’amélioration continue de l’expérience des chauffeurs partenaires et faire remonter les besoins identifiés.
- Garantir une collaboration rigoureuse avec les autres départements afin d’optimiser l’expérience-client/chauffeur (process, remontée des besoins/problématiques).
- Être garant du respect des process, du bon remplissage des outils internes, de la bonne transmission de l’ensemble des demandes internes ou externes.
- Analyser quotidiennement les remontées d’anomalies des courses, émises par les différents services internes. Tu seras également chargé.e de traiter les réclamations des chauffeurs partenaires portant sur la qualité, en analysant les courses et en proposant des plans d’action et des évolutions de procédures et d’outils pour améliorer la qualité de service.

**Profil recherché**
- Tu es à la recherche d’un stage de 6 mois ;
- Tu as une bonne connaissance d’Excel ;
- Une première expérience avec un CRM type Hubspot serait un plus ;
- Tu as la fibre commerciale : tu sais motiver tes pairs et les faire adhérer à ta cause ;
- Tu as un bon relationnel : tu sais créer des relations durables et de confiance ;
- Tu sais gérer et entrainer une communauté : identification des canaux de communication, création de contenus, excellente communication à l’écrit comme à l’oral;
- Tu as un esprit critique et d’analyse : tu es data oriented et tu fais preuve de créativité dans la résolution de problème.

Type d'emploi : Stage
Durée du contrat : 6 mois

Salaire : 800,00€ à 900,00€ par mois

Avantages:

- Participation au transport
- Réductions tarifaires
- Titre-restaurant

Programmation:

- Du lundi au vendredi
- Repos le week-end
- Travail en journée

Lieu du poste : En présentiel


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