Team Leader, Vendor Operations

🚀Are you ready to lead a dynamic team and make a real impact in a fast-paced, ever-evolving environment? We’re looking for a proactive and motivated Vendor Operations Team Lead to support our Assistant Manager and empower our frontline heroes delivering exceptional support across our ecosystem - especially in areas like vendor onboarding.

💼What You'll Do:

• Be the go-to person on the floor, assisting agents with their questions and challenges to keep operations running smoothly. 

• Help coordinate scheduling, leave approvals, and overtime planning, ensuring the team stays balanced and motivated. 

• Handle misconduct cases alongside our Employee and Labour Relations experts, maintaining a positive and fair workplace. 

• Keep our internal processes sharp by updating SOPs and reference materials whenever changes arise. 

• Lead the way in onboarding new agents, setting them up for success from day one. 

• Collaborate with relevant teams for seamless offboarding when agents move on. 

• Run daily huddles that energize and align the team.

• Support performance reviews and probation confirmations, helping agents grow and thrive.

• Gather agent feedback on technical issues and work with other teams to find effective solutions.

• Train both new hires and seasoned agents on SOPs, processes, and best practices.

• Monitor case queues and take proactive steps to ensure timely resolution.

• Drive operational improvements and assist with key projects to boost overall performance.

• Participate in weekly and monthly calls with local stakeholders to review progress and share insights.

• Build strong cross-department relationships to resolve issues quickly and efficiently.

• Track KPIs and analyze trends, providing senior management with actionable insights and recommendations.

• Prepare clear, impactful reports and dashboards for leadership.

• Support senior management in rolling out exciting new initiatives.

• At least a High School Diploma or equivalent (Diploma preferred).

• 2-3 years of experience in a contact center environment, with a minimum of 1 year as a senior agent or team supervisor.

• Fluent English skills (speaking, reading, writing) and proficiency in the local market language.

• Intermediate knowledge of Google Suite or Microsoft Office tools.

• Familiarity with CRM platforms.

• Strong analytical mindset with the ability to interpret data and spot trends.

• Excellent coordination skills to keep the team aligned and motivated.

• Fast learner, adaptable to change and new processes.

• Outstanding communication and interpersonal skills.

• Willingness to work rotational shifts, including nights, weekends, and public holidays.

A foodora, a Delivery Hero Group része, mely a világ úttörő kézbesítési platformja. Küldetésünk, hogy fantasztikus rendelési élményt nyújtsunk– gyorsan, egyszerűen és egészen az ajtóig. Világszerte több, mint 70 országban működünk. A Delivery Hero Group székhelye Berlinben, Németországban található, továbbá 2017 óta szerepel a frankfurti tőzsdén, és az MDAX tőzsdeindex része.

• Modern, dog-friendly office in Budapest’s Haller Gardens – easy to reach, even by bike!

• Hybrid work option (2-3 days in the office per week).

• International good vibe + strong corporate background = a secure & inspiring place to grow. 

• From day one: life, accident & health insurance (MetLife).

• SZÉP-card & Medicare health package.

• foodora PRO & vouchers – tasty meals, even in the home office.

• Mental health support & relaxing office massages.

•  In-house English lessons + LinkedIn Learning access.

• Extra days off, AYCM partnership & all tools provided.

• Social impact matters: we support 6 charities and you can join in!