Team Lead Content

When you think of food delivery in the MENA region, we'd be pretty surprised
if talabat didn't pop into your mind first! Since delivering our first order
in Kuwait in ‎2004, we've grown quite a lot over the past ‎17 years.
Today, we deliver hundreds of millions of food orders, grocery items and other
products per year, to our customers in nine countries throughout the region
with more than ‎3,000+ employees! Our food delivery business works with over
‎27,000 brands and almost ‎50,000 branches, while our q-commerce concept,
talabat mart, now delivers groceries to customers in Bahrain, Egypt, Jordan,
Kuwait, Oman Qatar, and the UAE in ‎30 minutes or less!
Our philosophy is to make sure we do what is right for our ecosystem - our
customers, our partners, our people, our riders, and the communities in which
we operate. Our #techforgood program allows our customers a safe and
convenient way to contribute to important causes in their community through
donating to local and international charities directly on talabat with a focus
on food insecurity in the region. Since its inception in ‎2020, we have
facilitated the donation of well over ‎1 million meals to those in need, as
well as donated over $‎1.5 million to charity with the help of our partners and
customers. talabat is part of Delivery Hero, the global leader in online food
delivery and q-commerce.
Provides encouragement to team members, including communicating team goals and
identifying areas for new training or skill checks

What's On Your Plate?
* Continuously monitor and check team's performance and ensure it is consistent with the overall client & Internal objectives and timelines
* Conduct periodic shift briefings for agents to maintain existing performance standards or address any changes in process flows or client needs
* Ensure agents adhere to schedules and minimize absenteeism of agents
* Explains and communicate KPIs / performance measuring parameters for team members
* Identify performance gaps for specific individuals and create action plans to improve performance.
* Provide opportunity to Reward and Recognize High Performance.
* Positively act as the company advocate when required, explaining to agent's company goals, objectives and actions taken
* Work to retain agents, minimize attrition rate, and create a positive work environment for everyone to work with.
* Give technical assistance to agents from his/her team and from other teams if required.
* Ensure adherence to agreed SLAs for the account to achieve a high level of client & end user satisfaction
* Support the queue if necessary
* Following up with the account managers and vendors when needed.
* Handling escalations and proceeding with the investigations.
* Continuously monitor, analyze agent handled transactions and provide actions for improvements.
* Introduce or suggest process improvements by using knowledge and experience
* Answering representative's questions, guiding them through difficult issues.
* Conducting team meetings & monthly one on one.
* Ensuring staff members are achieving desired objectives and taking corrective action, as needed.

What Did We Order?
* Bachelor's degree in any related field.
* ‎1 to ‎2 years of experience as a Team Leader.
* Fluent 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.