Team lead ContentWhen you think of food delivery in the MENA region, we’d be pretty surprised if talabat didn’t pop into your mind first! Since delivering our first order in Kuwait in 2004, we’ve grown quite a lot over the past 17 years.

Today, we deliver hundreds of millions of food orders, grocery items and other products per year, to our customers in nine countries throughout the region with more than 3,000+ employees! Our food delivery business works with over 27,000 brands and almost 50,000 branches, while our q-commerce concept, talabat mart, now delivers groceries to customers in Bahrain, Egypt, Jordan, Kuwait, Oman Qatar, and the UAE in 30 minutes or less!

Our philosophy is to make sure we do what is right for our ecosystem - our customers, our partners, our people, our riders, and the communities in which we operate. Our #techforgood program allows our customers a safe and convenient way to contribute to important causes in their community through donating to local and international charities directly on talabat with a focus on food insecurity in the region. Since its inception in 2020, we have facilitated the donation of well over 1 million meals to those in need, as well as donated over $1.5 million to charity with the help of our partners and customers. talabat is part of Delivery Hero, the global leader in online food delivery and q-commerce.

General Purpose Of The Job

To inspire and lead the team by example (role model) toward achieving self, team and organization main goals; efficiency, effectiveness and revenues through applying vigorous coaching practice and continuous improvement through process optimization (orchestrate Operations).

Job Responsibilities And Duties

Task

• Support agents in the day-to-day operations to secure complete orders and achieve team members’ operations targets.
• Improve customer experiences and customer satisfaction by assisting agents with all requires tools and skills for orders inquiries, transactions and complaints resolution efficiently and effectively.
• Conduct daily, weekly and monthly coaching sessions for agents on all systems issues, SOP, skills, attitude and Apps to identify improvement areas and chart action plan with rigorous follow-up.
• Review and analyze performance trends consistently and frequently for team members.
• Communicate performance results and goals to team.
• Provide feedback and training recommendations.
• Implement corrective action procedures when required.
• Manage and ensure schedule adherence.
• Manage the availability of agents on real-time basis to ensure that service-level objectives are met.
• Help coordinate breaks, lunches and training sessions to align with expected task volumes.
• Monitor attendance over time and take corrective action when required.
• Support day-to-day work processes in the contact center.
• Handle difficult escalated customers.
• Troubleshooting all system related issues.
• Lease and coordinate with operations support team to ensure a smooth and dynamic operations platform.
• Participating in or leading special projects within the customer care to enhance and improve operations.
• Conduct team meetings on a periodic basis.
• Collaborate with internal stakeholders in order to provide support in managing offers and campaigns to ensure timely completion of tasks.
• Attend daily, weekly and monthly business review meeting
• Attend monthly business review meetings with shared services to align business goals.
• Review and handle day-to-day operations; e-mails, reports, escalation and refund tasks on a daily basis.
  
  

What Did We Order?

• Fluent English is a must.
• Experience not less than 1 year as a team leader.
• Excellent MS Excel skills.
• outstanding Analytical skills.
• People management and coaching.
• Call center experience.
• Personality traits.
• Leadership skills.
• Technical knowledge.
• Including the ability to motivate Leaders.
• Ability to lead improvement initiatives.
• Problem solving skills.