Supervisor Operations

Company Description

As the region’s leading local tech organization, we’re proud to say that we have been delivering for millions of people right across MENA for the past 18 years.
We were founded in Kuwait in 2004, and acquired by Delivery Hero (DHER) in 2015. This gives us a unique outlook - local knowledge with global expertise. It also allows us to innovate, create, and bring new technologies for the betterment of the MENA region, such as q-commerce, sustainable packaging, cloud kitchens, autonomous delivery vehicles, robots, and drones.
We deliver across 9 countries with more than 4,500+ employees! Our food delivery business works with over 27,000 brands and almost 50,000 branches.
Our q-commerce concept, talabat mart (121 Stores), now delivers groceries to customers in Bahrain, Iraq, Egypt, Jordan, Kuwait, Oman, Qatar, and the UAE in 30 minutes or less!
talabat is part of the Delivery Hero Group, the world’s leading local delivery platform operating in 70+ countries worldwide

Job Description

Role Summary

Inspire and lead team leaders by example (role model) toward achieving self, teams, and organization's main goals; efficiency, effectiveness, and revenues through applying vigorous coaching practice and continuous improvement through process optimization. Ability to set and meet targets, ability to deliver work with a high degree of accuracy and be attentive to details, and Ability to work with the team and motivate the team.

What’s On Your Plate?

• Support Team Leaders in day-to-day operations to secure complete orders and achieve team members' operations targets.
• Improve customer experiences and customer satisfaction by assisting team leaders with all required tools and skills for order inquiries, transactions, and complaints resolution.
• Conduct daily, weekly, and monthly coaching sessions for Team Leaders to identify improvement areas and chart action plan with rigorous follow-up. 
• Review and analyze team leaders’ performance trends consistently and frequently.
• Communicate performance results and goals to Team Leaders.
• Provide feedback and training recommendations.
• Manage turnover to ensure enough agents are available to meet staffing
• Manage, review, and analyze service-level performance.
• Review productivity reports and take corrective action for any team deviation.
• Support day-to-day work processes in the contact center.
• Lease and coordinate with the operations support team to ensure a smooth and dynamic operations platform. 
• Leading special projects within the call center to enhance and improve operations dynamics.
• Collaborate with internal stakeholders in order to provide support in managing offers and campaigns to ensure the timely completion of tasks.
• Attend daily, weekly, and monthly business review meetings
• Attend monthly business review meetings with shared services to align business goals.
• Review and analyze team performance reports and take corrective action. 

Qualifications

What Did We Order?

• 3-5 years of full-time professional experience in the call center is a must.
• Lean six sigma yellow belt certification is required.
• The capability of using Microsoft Office products.
• advanced English (written and spoken)
• project management knowledge.
• Time Management Skills.
• Analytical and Problem-Solving Skills.
• Communication Skills (Written and Verbal).
• Strong leadership skills
• Customer Service Skills, Organizing Skills.
• A bachelor's degree is a must.
• flexibility and rotational shifts.