Customer Care Team Leader

Hungerstation 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 DescriptionPurposeTo manage the contact center agents and teams to ensure the operations process runs smoothly and asplanned in order to resolve any customers compliments and enhance their satisfaction within the organizationpolicy and procedures.Key Accountability AreasTo ensure desired customer delight by providing a satisfactory response to customer interaction.Enhance the agreed targets and KPIsManage Customer Interactions through ticketing, Chats & Non-Live cases & outbound voice contact through his/her team for the various services.Embody the spirit of excellence through team building, leadership people management skillsIdentify areas of concern and under-performance in order to take corrective measuresFoster team member development through motivation and ensuring career advancements.Provide hands-on assistance, share information proactively and troubleshoot for the team in case of problems both through direct intervention and mentoring.Evolve more effective work process for improving customer interactions.Constantly monitor & review performance metrics to ensure the achievement of objectives.To interface with respective work centers for the resolution of complaints.Track & ensure closure of complaints and agents’ behavior.Handle Contact Center operations effectively to ensure constant performance achievements.Identify relevant training needs of agents & ensure effective implementation.Effectively manage team operations.Constantly login an take an agent role to update himself on customers’ needsManage his/her team quality through listening on a constant basis to the historical and live customer interactions.Interface with IT/HR/ Training/Quality.Collate data & generate MIS report.Handled all kinds of escalations on higher levels presented by clients and ensured resolving all kinds of complaints and client’s satisfactionResponsible for monthly coaching for all his/her team members to deliver the monthly performancereview form on time.Monitor and report his/her team performance, attendance and quality and report the low performers to the CC manager and HRBPFollow all relevant policies, procedures, and processes in order for the daily work to be carried out in a controlled and consistent mannerContribute to the identification of opportunities for continuous improvement of processes, practices, work processes, cost effectiveness, and productivity enhancementPromote to other employees within the organization the implementation and adherence to policies,procedures, processes, and instructionsFollow daily operations relating to the job to ensure work continuityContribute to preparing timely and accurate reports that concern the line of work to meet therequirements, objectives, and standardsEnsure the satisfaction of both internal and external customers by addressing their needs in acourteous and timely mannerParticipate in the identification and recruitment of key talents for their respective DepartmentManage, guide and assist direct reports to perform their functional operations in accordance with set policies and proceduresSet performance objectives, provide necessary support, evaluate/appraise the team and provideregular feedback on performanceUphold a high-performance working environment and promote the Organization’s ValuesQualificationsKnowledge and Experience2-3 years of relevant experienceGood communication Skills.Education and CertificationsBachelor Degree in a relevant field is requiredMaster’s degree in a relevant field is preferred