Team Leader

Keeta; Riyadh; On-site; USD 30,000 - 50,000; Full time

Job summary

A leading online food delivery business seeks a Team Leader for their customer service operations. This role involves leading a diverse team, optimizing processes, and enhancing customer satisfaction. The ideal candidate will have extensive experience in customer service management and a proven ability to drive high performance.

Qualifications

• 5+ years of experience in customer service management, preferably in food delivery or e-commerce.
• Proven track record of leading high-performing teams.
• Experience in managing outsourced service providers.

Responsibilities

• Lead, motivate, and mentor a team of shift leaders and customer service agents.
• Set performance goals and KPIs; monitor and evaluate team performance.
• Develop strategies to enhance customer satisfaction and loyalty.

Skills

Analytical skills

Problem-solving skills

Interpersonal skills

Communication skills

Education

Bachelor's degree

Tools

Customer service software

Job description

1.Team Leadership and Development:-Lead, motivate, and mentor a team of shift leaders, subject matter experts, and customer service agents-Develop and implement training programs to enhance team skills and knowledge-Foster a positive work environment that promotes teamwork and high performance-Plan and allocate staffing based on forecasted demand-Identify opportunities for cost savings without compromising service quality.
2.Performance Management:-Set clear performance goals and KPIs for the team and individuals-Regularly monitor and evaluate team performance, providing constructive feedback-Implement performance improvement plans when necessary.
3.Outsourced Service Provider Management:-Support with overseeing and manage relationships with outsourced service providers handling support and back-office operations-Ensure outsourced teams meet quality standards and KPIs-Collaborate with providers to implement process improvements and resolve issues.
4-Quality Assurance:-Develop and maintain quality assurance processes for all customer interactions-Regularly review customer interactions to ensure adherence to company standards-Implement continuous improvement initiatives based on quality assurance findings.
5-Operational Excellence:-Optimize customer service processes to improve efficiency and effectiveness-Analyze customer service metrics and prepare reports for senior management-Identify trends and provide recommendations for service improvements.
6-Customer Experience Enhancement:-Develop strategies to enhance customer satisfaction and loyalty-Address and resolve escalated customer issues-Collaborate with other departments to improve overall customer experience. This role offers an exciting opportunity to shape the customer service experience in a growing online food delivery business. The successful candidate will play a pivotal role in driving customer satisfaction and loyalty while leading a diverse team of customer service professionals.

Desired Candidate Profile

Bachelor's degree5+ years of experience in customer service management, preferably in the food delivery or e-commerce industry.
Proven track record of leading and developing high-performing teamsExperience in managing outsourced service providers.
Strong analytical and problem-solving skillsExcellent communication and interpersonal skillsProficiency in customer service software and toolsAbility to work in a fast-paced, dynamic environment.
Knowledge of food delivery industry trends and challenges is a plusUnderstanding of social media customer service best practices.

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