Team Lead Customer Care

As the region’s leading local tech organization, we’re proud to say that we have been delivering for millions of people right across MENA for the past 18 years.
We were founded in Kuwait in 2004, and acquired by Delivery Hero (DHER) in 2015. This gives us a unique outlook - local knowledge with global expertise. It also allows us to innovate, create, and bring new technologies for the betterment of the MENA region, such as q-commerce, sustainable packaging, cloud kitchens, autonomous delivery vehicles, robots, and drones.
We deliver across 9 countries with more than 4,500+ employees! Our food delivery business works with over 27,000 brands and almost 50,000 branches.
Our q-commerce concept, talabat mart (121 Stores), now delivers groceries to customers in Bahrain, Iraq, Egypt, Jordan, Kuwait, Oman, Qatar, and the UAE in 30 minutes or less!

talabat is part of the Delivery Hero Group, the world’s leading local delivery platform operating in 70+ countries worldwide

• Support agents in the day-to-day operations to secure complete orders and achieve team members’ operations targets.
• Improve customer experiences and customer satisfaction by assisting agents with all requires tools and skills for orders inquiries, transactions and complaints resolution efficiently and effectively. 
• Conduct daily, weekly and monthly coaching sessions for agents on all systems issues, SOP, skills, attitude and Apps to identify improvement areas and chart action plan with rigorous follow-up. 
• Review and analyze performance trends consistently and frequently for team members.
• Communicate performance results and goals to team.
• Provide feedback and training recommendations.
• Implement corrective action procedures when required.
• Manage and ensure schedule adherence.
• Manage the availability of agents on real-time basis to ensure that service-level objectives are met.
• Help coordinate breaks, lunches and training sessions to align with expected task volumes.
• Monitor attendance over time and take corrective action when required.
• Support day-to-day work processes in the contact center.
• Handle difficult escalated customers. 
• Troubleshooting all system related issues.
• Lease and coordinate with operations support team to ensure a smooth and dynamic operations platform. 
• Participating in or leading special projects within the customer care to enhance and improve operations.  
• Conduct team meetings on a periodic basis.
• Collaborate with internal stakeholders in order to provide support in managing offers and campaigns to ensure timely completion of tasks.
• Attend daily, weekly and monthly business review meeting
• Attend monthly business review meetings with shared services to align business goals.
• Review and handle day-to-day operations, e-mails, reports, escalation and refund tasks on a daily basis. 

• At least 2 years of experience as Team Leader
• Bachelor’s degree in any related field.
• Ver good 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