Shift Lead, Partner Service

চাকরির বিবরণ

foodpanda is part of the Delivery Hero Group. The Shift Lead, Partner Service manages partner service operations during assigned shifts, supervises agents with real-time coaching, and tracks hourly KPIs such as AHT, CSAT, SLA, QA and occupancy.

দায়িত্ব

• Manage Partner Service operations during assigned shifts.
• Monitor queue health, SLA, backlog, and service levels.
• Allocate resources based on workload and forecast.
• Ensure smooth shift handover between teams.
• Take immediate action during service disruptions or volume spikes.
• Supervise agents during the shift.
• Provide real-time coaching and guidance.
• Monitor attendance, punctuality, and schedule adherence.
• Conduct huddles and communicate operational updates.
• Support onboarding and buddy sessions for new agents.
• Track hourly KPIs and productivity.
• Monitor AHT, CSAT, SLA, QA, occupancy, and other operational metrics.
• Identify performance gaps and implement corrective actions.
• Prepare shift summaries and daily reports.