Shift Lead, Partner Service

• Manage and supervise a team of 7–10 agents on a daily basis.
• Prepare and maintain team rosters, shift schedules, and manpower planning.
• Monitor and manage agent attendance, leaves, overtime (OT), and adherence.
• Track and maintain team KPIs, productivity, and salary-related inputs accurately.
• Share daily performance reports and operational updates with the TL/Manager.
• Ensure the team consistently achieves operational targets such as:
  • QA (Quality Assurance)
  • SLA (Service Level Agreement)
  • AHT (Average Handling Time)
  • CSAT and other performance metrics
• Conduct regular performance monitoring and provide coaching and feedback to agents.
• Identify performance gaps and implement action plans for improvement.
• Escalate any operational risks, policy violations, customer issues, or team concerns to the TL/Manager immediately.
• Maintain proper coordination with cross-functional teams when required.
• Support new joiners during onboarding, nesting, and operational transition.
• Maintain discipline, professionalism, and positive team morale within the team.
• Handle multiple operational tasks efficiently in a fast-paced environment.
• Ensure compliance with company policies, SOPs, and operational guidelines.

• Strong leadership and people management skills.
• Good communication and reporting skills.
• Ability to multitask and work under pressure.
• Strong analytical and problem-solving ability.
• Smart, proactive, and detail-oriented mindset.
• Excellent teamwork and collaboration skills.
• Proficiency in spreadsheets/reporting tools is preferred.
• Ability to identify risks quickly and escalate appropriately.
• Experience in customer service or operations management is preferred.

foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.