Since launching in Kuwait in 2004, talabat, the leading on-demand food and Q-commerce app for everyday deliveries, has been offering convenience and reliability to its customers. talabat's local roots run deep, offering a real understanding of the needs of the communities we serve in eight countries across the region.
We harness innovative technology and knowledge to simplify everyday life for our customers, optimize operations for our restaurants and local shops, and provide our riders with reliable earning opportunities daily.
Here at talabat, we are building a high performance culture through engaged workforce and growing talent density. We're all about keeping it real and making a difference. Our 6,000+ strong talabaty are on an awesome mission to spread positive vibes. We are proud to be a multi great place to work award winner.
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.
- 2 years of experience as a supervisor/ team leader 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 with rotational shifts.
