Team Lead Restaurants’ Operations
Managing the restaurant operations team at regional level for providing a quality, up to date and efficient service from partners on Talabat portal.
- To Execute the assigned tasks in regional level and distribute the manpower in accordance with the workload
- Ensuring all tasks (onboarding calls and restaurant quality program) are handled efficiently, correctly and timely in regional level
- Tracking and improving the overall team performance
- Listening agent calls and scoring them in terms of quality
- Monitoring operation trends and taking Pro/ retroactive actions.
- Managing team attendance, utilization and Occupancy according to business needs
- Reporting Team KPI EOM
- Put team schedule based on Business needs
- Providing support to Restaurant Operations Supervisor in his/her daily tasks
- Monitoring individual performance of Key Accounts and identifying their problems
- Responding to Account Managers for open back requests on low performing restaurants
- Analyzing daily efficiency of RQ program and come up with suggestions to increase the efficiency
- Working together with other departments to reduce the fail rate, issue rate and ensure a stable reporting structure and increase the individual performances of restaurants
- Very Good English spoken ,Written is Mandatory
- Very good excel and analytical tools is Mandatory
- Outbound Queue experience is Mandatory
- Very good knowledge with partners kpi and performance indicators is Preferable
- Bachelor’s Degree in any discipline
- MS Office, Excel Certification.
- Minimum 5 years full time professional experience in related field.
- Minimum 2 years full time managerial experience in related field.
- Knowledge of data entry software.
- Knowledge of CRM, BI reporting tools
- Time Management Skills.
- Analytical & Problem Solving Skills.
- Communication Skills (Written & Verbal).
- Typing, Leadership, Team Working and Customer Service Skills
- Organizing Skills.·
- Ability to set and meet targets.
- Ability to deliver work with high degree of accuracy and attentive to detail.
- Ability to work with team and motivate them
- Ability to analyze data and read graphs
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