Shift Lead, Partner Service

Job DescriptionOperational Management Manage Partner Service operations during assigned shifts.Monitor queue health, SLA, backlog, and service levels.Allocate resources based on workload and forecast.Ensure smooth shift handover between teams.Take immediate action during service disruptions or volume spikes.Team Management Supervise agents during the shift.Provide real-time coaching and guidance.Monitor attendance, punctuality, and schedule adherence.Conduct huddles and communicate operational updates.Support onboarding and buddy sessions for new agents.Performance Monitoring Track hourly KPIs and productivity.Monitor AHT, CSAT, SLA, QA, occupancy, and other operational metrics.Identify performance gaps and implement corrective actions.Prepare shift summaries and daily reports. Delivery Hero Shift Lead, Partner Service | SmartRecruiters Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Shift Lead, Partner ServicePart-timeCompany Descriptionfoodpanda 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.Job DescriptionOperational ManagementManage Partner Service operations during assigned shifts.Monitor queue health, SLA, backlog, and service levels.Allocate resources based on workload and forecast.Ensure smooth shift handover between teams.Take immediate action during service disruptions or volume spikes.Team ManagementSupervise agents during the shift.Provide real-time coaching and guidance.Monitor attendance, punctuality, and schedule adherence.Conduct huddles and communicate operational updates.Support onboarding and buddy sessions for new agents.Performance MonitoringTrack hourly KPIs and productivity.Monitor AHT, CSAT, SLA, QA, occupancy, and other operational metrics.Identify performance gaps and implement corrective actions.Prepare shift summaries and daily reports.By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy applyI'm interestedI'm interestedPrivacy NoticeI'm interestedRefer a friendshare this jobShare to WeChat×Copy the link and open WeChat to share.Copy to clipboardOpen WeChatShare to WeChat×Use Scan QR Code in WeChat and click ··· to share.