Team Supervisor, Vendor Education

foodpanda 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.

We are seeking a Team Supervisor, Vendor Education to support the Assistant Manager to manage and lead a team of frontline employees supporting our riders/vendors/partners/customer. While supporting the Assistant Manager in administrative aspects of team management, the Team Supervisor will oversee and monitor the performance of the team, and contribute to the objectives of the Company by ensuring high quality support is provided to our riders/vendors/partners/customers.

WHAT YOU WILL OWN:

• Assist coordinator on the floor by answering their questions.

• Process agent related activities such as scheduling, leave approvals and overtime planning in the internal trackers.

• Handle misconduct cases with the support of Employee and Labour Relations team.

• Update internal reference sheet(s) for any changes in SOP/information/process etc.

• Ensure smooth onboarding and assimilation of new coordinators.

• Work with relevant teams for smooth offboarding of resigning coordinators.

• Conduct daily huddles with coordinators.

• Support the Line Manager for monthly and quarterly performance reviews of confirmed coordinators and confirmation reviews of probationary coordinators.

• Collect feedback from agents on current technical issues and communicate with the relevant team to find solutions.

• Guide and train new hires or tenured coordinators on the existing SOPs, 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.

• 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 corrdinators.

• 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

• Demonstrates strong knowledge in providing coaching that highlights areas for improvement and recognizes what was done well with the coordinator involved.

• Minimum of 2 years working experience in any contact center

• Good oral and written communication skills in English, or chinese/traditional chinese (as required)

• Experience in managing a team of 15 to 20 headcounts

• Approachable personality with people handling skills

• Good listening skills

• Familiarity with Salesforce, Microsoft Office applications (Excel, Powerpoint), Google platform

• Skilled in data collection and analysis

• Good problem solving skills in handling complaints effectively

• Must be able to work on shifts, weekends, and non-gazetted public holidays

• Willingness to take on additional responsibilities and ad hoc task

• Ability to communicate effectively with senior management and other departments