Job Description / Skills Required
The EMEA GOODS Process Execution Controller is responsible for ensuring that all the processes designed and implemented by the business are correctly executed within the team. Checking the output against the KPIs and SLAs agreed, monitoring the performances and reporting on periodical bases to the top management. Conducting investigations when needed and being sure that eventual gaps detected are escalated to the functional heads and relevant stakeholders for the permanent fixing. With a strong focus in problem solving, general understanding of all the core processes, and sense of accountability for fixings/solutions/clarifications. With a Factual approach the Process Execution Controller will be the connection between different teams, especially in situations of stress, when a fast, synthetic and punctual feedback is requested by different stakeholders.
Respond to business information requests for quality investigations/compliance
Provide feedbacks on escalated issues that require a collection of info/input/feedbacks from different teams
Understand the reasons of not meeting SLAs in the specific situations that caused the escalation and in general (if a recurrent behaviour) and report to the business
maintain periodical business reports of the KPIs/SLA
Calibration sessions with the Team Leaders of the SSC on agents improvements/mistakes detection
Advanced QA skills (analysis, objections, rejections, work with checklist, strong focus on compliance)
Strong Focus in output delivery/execution
Factual, precise and synthetic communication with all stakeholders
Problem solving oriented in high stress level environment
Basic Knowledge of Process Management
General understanding of the GOODS operations (dynamics, processes, communication processes)
Groupon provides a global marketplace where people can buy just about anything, anywhere, anytime. We’re enabling real-time commerce across an expanding range of categories including local businesses, travel destinations, consumer products, and live or lively events. At the same time, we are providing advertising options and tools that merchants can use to grow and manage their businesses. Culturally, we believe that great people make great companies and that starting with the customer and working backward moves us forward. Community matters to us on an internal, local and global scale—it’s fundamental to our company’s growth and to the well-being of the world at large. We also value self-awareness, candor, lunch and WiFi. If we match with you, please apply to join us.