Supervisor Operations

talabat is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

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. 

• Bachelor degree is a must
• 3-5 years of full-time professional experience in the contact center is a must.
• At least 2 years of experience as a supervisor/ team leader is a must. 
• Lean Six Sigma Yellow Belt certification is required.
• Advanced Excel 
• Very good command of English.
• Project management knowledge.
• Time Management Skills.
• very strong personality with excellent communication, analytical and problem-solving Skills.
• Flexibility with rotational shifts.