Team Lead, Contact Center

Job Description

Title: Team Lead, Contact Center

Company Name: foodpanda Bangladesh Limited

Vacancy: 3

Job Location: Dhaka

Employment Status: Full-time

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

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

Additional Requirements:
∎ Both males and females are allowed to apply

Application Deadline: 21 Nov 2020

Company Information:
∎ 23 Oct 2020
∎ foodpanda Bangladesh Limited
∎ Address : Foodpanda Bangladesh Limited
∎ Web : www.foodpanda.com.bd
∎ Business : foodpanda (in Asia and Europe) and hellofood (in Middle East), is a global online food delivery marketplace headquartered in Berlin, Germany. It is part of the DELIVERY HERO GROUP, which is headquartered in Berlin, Germany. The DELIVERY HERO GROUP is currently processing over 20 million orders per month across more than 50 countries and experiencing phenomenal growth.

foodpanda Bangladesh is the leading online food delivery marketplace in Bangladesh. It is partnered with hundreds of restaurants and offers customers the most convenient food ordering and delivery experience in Bangladesh. It is operational in Dhaka, Chittagong and Sylhet.

foodpanda group is part of the Delivery Hero group which is the largest food delivery company in the world. For more information, please visit www.foodpanda.com and www.deliveryhero.com

Category: Customer Support/Call Centre

Read Before Apply: Please only apply if you meet the selected criteria and you are passionate about joining foodpandaPlease send your application via BD JOBS.