Job description
- Support agents in the day-to-day operations to secure complete orders and achieve team members’ operations targets.
- Improve customer experiences and customer satisfaction by assisting agents with all requires tools and skills for orders inquiries, transactions and complaints resolution efficiently and effectively.
- Conduct daily, weekly and monthly coaching sessions for agents on all systems issues, SOP, skills, attitude and Apps to identify improvement areas and chart action plan with rigorous follow-up.
- Review and analyze performance trends consistently and frequently for team members.
- Communicate performance results and goals to team.
- Provide feedback and training recommendations.
- Implement corrective action procedures when required.
- Manage and ensure schedule adherence.
- Manage the availability of agents on real-time basis to ensure that service-level objectives are met.
- Help coordinate breaks, lunches and training sessions to align with expected task volumes.
- Monitor attendance over time and take corrective action when required.
- Support day-to-day work processes in the contact center.
- Handle difficult escalated customers.
- Troubleshooting all system related issues.
- Lease and coordinate with operations support team to ensure a smooth and dynamic operations platform.
- Participating in or leading special projects within the customer care to enhance and improve operations.
- Conduct team meetings on a periodic basis.
- Collaborate with internal stakeholders in order to provide support in managing offers and campaigns to ensure timely completion of tasks.
- Attend daily, weekly and monthly business review meeting
- Attend monthly business review meetings with shared services to align business goals.
- Review and handle day-to-day operations, e-mails, reports, escalation and refund tasks on a daily basis.
- At least 2 years of experience as Team Leader
- Bachelor’s degree in any related field.
- Ver good English, with very good communication skills.
- Strong Leadership Skills
- Analytical and organized problem-solving abilities
- Ability to meet deadlines and work under pressure
- Ability to multitask, prioritize, and manage time efficiently.
- Very good knowledge of Microsoft Excel, word and power-point
- CMS system knowledge is a plus
As the region’s leading local tech organization, we’re proud to say that we have been delivering for millions of people right across MENA for the past 18 years.
We were founded in Kuwait in 2004, and acquired by Delivery Hero (DHER) in 2015. This gives us a unique outlook - local knowledge with global expertise. It also allows us to innovate, create, and bring new technologies for the betterment of the MENA region, such as q-commerce, sustainable packaging, cloud kitchens, autonomous delivery vehicles, robots, and drones.
We deliver across 9 countries with more than 4,500+ employees! Our food delivery business works with over 27,000 brands and almost 50,000 branches.
Our q-commerce concept, talabat mart (121 Stores), now delivers groceries to customers in Bahrain, Iraq, Egypt, Jordan, Kuwait, Oman, Qatar, and the UAE in 30 minutes or less!
talabat is part of the Delivery Hero Group, the world’s leading local delivery platform operating in 70+ countries worldwide
Find out more about talabat
As the region’s leading local tech organization, we’re proud to say that we have been delivering for millions of people right across MENA for the past 18 years.
Read moreLatest jobs
Salary
Location
Cairo, Egypt
Job Category
Operations
Job Type
Temporary
Location
Cairo
Remote working
On-Site
Brand
talabat
Description
Role SummaryRTM Analyst is responsible for ensuring that operations are performing according to key call center performance metrics such as service level, adherence, absenteeism, utilization, AHT, FTE
Reference
668e3401-9094-4f4f-af19-f21035fbf57f
Expiry Date
01/01/0001
Author
John DoeAuthor
John DoeSalary
Location
Cairo, Egypt
Job Category
Operations
Job Type
Temporary
Location
Cairo
Remote working
On-Site
Brand
talabat
Description
Role SummaryInspire and lead team leaders by example (role model) toward achieving self, teams, and organization's main goals; efficiency, effectiveness, and revenues through applying vigorous coachin
Reference
9d5c86f4-dade-468b-8ec2-2394e6982685
Expiry Date
01/01/0001
Author
John DoeAuthor
John DoeSalary
Location
Cairo, Egypt
Job Category
Operations
Job Type
Temporary
Location
Cairo
Remote working
On-Site
Brand
talabat
Description
As the region’s leading local tech organization, we’re proud to say that we have been delivering for millions of people right across MENA for the past 18 years. We were founded in Kuwait in 2004, and
Reference
23755cc9-3e61-4c57-8be3-f7384a3e2444
Expiry Date
01/01/0001
Author
John DoeAuthor
John DoeSalary
Location
Cairo, Egypt
Job Category
Operations
Job Type
Temporary
Location
Cairo
Remote working
On-Site
Brand
talabat
Description
Job Ad TextRole Scope ● Implement end-to-end forecasting solutions for key business metrics using statistical forecasting techniques; maintain and monitor forecast accuracy ● Take full ownership and
Reference
4dd487bb-21cb-48f3-9afe-e5cb2d07d2ba
Expiry Date
01/01/0001
Author
John DoeAuthor
John DoeSalary
Location
Cairo, Egypt
Job Category
Operations
Job Type
Temporary
Location
Cairo
Remote working
On-Site
Brand
talabat
Description
Role Summary:Leading all the Shared Services Centre Supporting Functions (Operational Training, Quality Assurance & Management Information System). Helping the Operations function in achieving all tar
Reference
4e90c5f5-8a9c-4707-8794-1248cbd10ba9
Expiry Date
01/01/0001
Author
John DoeAuthor
John DoeSalary
Location
Cairo, Egypt
Job Category
Operations
Job Type
Temporary
Location
Cairo
Remote working
On-Site
Brand
talabat
Description
Role Summary The Partner Care Manager is responsible for managing the relationship between talabat and its network of partner vendors, ensuring a seamless and positive experience for all partners.
Reference
11d70cb0-3474-4463-805f-edfe9a98423a
Expiry Date
01/01/0001
Author
John DoeAuthor
John DoeSalary
Location
Cairo, Egypt
Job Category
Operations
Job Type
Temporary
Location
Cairo
Remote working
On-Site
Brand
talabat
Description
The Workforce SPV prepares and produces work volume and staffing forecasts, as well as comparative data on results vs. forecasts, identifies opportunities for improvement, and recommends solutions. Th
Reference
7ac1c1ed-8d39-417c-9f8e-e7a198342023
Expiry Date
01/01/0001
Author
John DoeAuthor
John DoeJobs you have shown an interest in