Team Lead, Contact Center

foodpanda Bangladesh Limited

Vacancy

3

Job Context

  • Do you love food and convenience put together? Then you just might love foodpanda.
  • foodpanda (small `f`) delivers a first class, on-demand food delivery experience with hundreds of your best loved restaurants online into your home or office – fast! We`re all about bringing on the smartest folks as we continue to grow with an “all hands on deck” environment and hire those who can thrive in a startup culture.

Job Responsibilities

  • Ensure operational performance indicators and OKRs are maintained
  • Lead and manage customer service agents
  • Plan roster for the teams
  • Create and edit Salesforce reports
  • Manage and track the usage of customer compensations
  • Prepare daily and weekly reports for the Manager’s perusal
  • Assist the Manager in validating and preparing salary and incentive reports for the
  • teams
  • Assist in new joiners’ interviews and training
  • Proactively raise any customer product related issues to relevant team
  • Work across departments for smoother operations
  • Participate in SOP discussion and share ideas on SOP changes based on local context
  • • Align with regional and central teams on a regular basis
  • Liaising with BPO partner on a daily and weekly basis and assist to improve
  • performance
  • Assist Trainers and Quality Analysts when required
  • Assist in any ad hoc projects as assigned by the Manager

Employment Status

Full-time

Workplace

  • Work at office

Educational Requirements

  • The candidate should have a Bachelor’s degree from a reputable university. You are able to communicate in English and Bengali fluently.

Experience Requirements

  • 1 to 3 year(s)
  • The applicants should have experience in the following area(s):
    Call Center, Contact Center, Service Operations

Additional Requirements

  • Both males and females are allowed to apply

Job Location

Dhaka

Apply: Online/Website.

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