Senior Team Lead, Rider Service

1) Lead a Department or Specialized Support Function:
- Take charge of leading a department or specialized support function within the organization, overseeing a team of Team Leaders and Performance Leads to ensure alignment with organizational goals.

2) Assist the Operations Manager in Overseeing the Entire Support Department:
- Support the operations manager in overseeing the entire support department, including multiple teams and functions, contributing to strategic planning and decision-making processes to set departmental goals and objectives.

3) Develop and Implement Training Programs:
- Develop and implement comprehensive training programs aimed at enhancing the skills and capabilities of support staff, ensuring continuous improvement and alignment with organizational objectives.

4) Manage Escalated Cases and Complex Operational Issues:
- Take ownership of managing escalated cases and complex operational issues, providing guidance and support to resolve them effectively and efficiently, maintaining a high level of customer and rider satisfaction.

5) Collaborate with Senior Management:
- Collaborate closely with senior management to develop long-term strategies and objectives for the support department, aligning them with the company's mission and vision to drive organizational success.

6) Participate in Strategic Planning and Decision-Making Processes:
- Participate in strategic planning and decision-making processes to set departmental goals and objectives, contributing to the development and implementation of policies, procedures, and standards to improve support operations and enhance customer and rider satisfaction.

7) Mentor and Coach Junior Staff Members:
- Mentor and coach junior staff members to foster their professional development and career growth within the organization, serving as a role model and providing guidance and support as needed.

8) Serve as a Liaison Between Departments:
- Serve as a liaison between the support department and other departments, facilitating communication and collaboration on cross-functional projects and initiatives to ensure alignment and effectiveness.

• Excellent command in spoken and written English

• Proficient in MS office and call center equipment/software programs

• Strong analytical/presentation skills

• Strong understanding of formal project management methodologies

• Able to thrive under pressure, and have experience handling the most critical of customer escalations 

• Possess excellent time management and multi-tasking skills.

• Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff performance

• Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other stakeholders

• Solid experience in project/stakeholder management, process improvement, planning, and performance management 

• A desire to help others work towards targets and develop their skills

• Customer service skills – Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skills

Central Operations was born in 2017 and is the backbone operations for foodpanda in APAC. We have around 1800 employees internally and more than 4000 outsourced employees supporting 11 different countries and in their respective languages. To know us better, check out this video https://bit.ly/3KOHSEI