Service Operations Team Leader (Swedish speaker)

Foodora, part of the Delivery Hero Group, which is the world's pioneering delivery platform. Our mission is to provide a fantastic ordering experience – fast, simple, and right to the door. We operate in more than 70 countries worldwide. The Delivery Hero Group is headquartered in Berlin, Germany, has been listed on the Frankfurt Stock Exchange since 2017, and is part of the MDAX stock index.

We are seeking a Service Operations Team Supervisor to manage and lead a team of frontline employees supporting our riders,partners and customers. The Team Supervisor will oversee and monitor the performance of the team supporting primarily the Swedish market and contribute to the objectives of the Company. 

WHAT YOU WILL OWN:

• Manage a team of 10+ customer service agents.
• Assist agents on the floor by answering their questions or queries.
• Process agent related activities such as scheduling, leave approvals and overtime planning in the internal trackers.
• Handle misconduct cases.
• Update internal reference sheets for any changes in information, process etc.
• Ensure smooth onboarding and assimilation of new agents.
• Work with relevant teams for smooth offboarding of resigning agents.
• Conduct daily huddles with agents.
• Conduct performance coaching sessions with the agents.
• Perform regular performance reviews of agents and confirmation reviews of probationary agents.
• Collect feedback from agents on current technical issues and communicate with the relevant team to find solutions.
• Guide and train new hires or tenured agents on the existing processes and procedures.
• Monitor the case queue and trigger cases as necessary in accordance with established processes.
• Support management with the execution of operational strategies, improvement efforts and other projects as assigned.
• Prepare and attend regular country calls with relevant local stakeholders to discuss overall performance.
• Liaise with other departments and stakeholders to ensure cohesive operations and timely resolution of cross-functional issues.
• Work collaboratively with relevant stakeholders to address the issues faced by the agents.
• Track KPI data and trends to regularly update senior management with performance insights and recommendations for improvement opportunities.
• Prepare daily/ weekly/ monthly reports and dashboards present to senior management.
• Support Senior Management to execute new initiatives.

• Candidates must have at least a High School / Diploma Certificate.
• Must have at least 2 - 3 years of experience in contact center environment, with at least 1 year of experience as a senior agent or assistant manager or team supervisor.
• Must be fluent in speaking/reading/writing in English and Swedish.
• Intermediate knowledge of Google Suite or Microsoft tools.
• Intermediate knowledge of CRM tools.
• Strong analytical skills with the ability to work on a large data set to identify trends.
• Ability to coordinate and synchronize team efforts to achieve common goals.
• Fast learner and able to adapt quickly to constant changes in operational processes and requirements.
• Excellent communication and interpersonal skills.
• Must be available to do on-call agent support after working hours and on public Holidays & weekends.

• Modern office in Budapest’s Mill Park – easy to reach, even by bike!
• 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!