Vendor Inbound Support Senior Supervisor

دوام كامل في HungerStation | هنقرستيشن في Saudi Arabia

نُشرت يوم January 22, 2025

تفاصيل الوظيفة

Support and drive improvements in Partner care chat, Cases, Calls, WhatsApp for business queues. Owns performance and maintains SLA and KPIs for the assigned area.
Collaborate with BPO partner teams to achieve shared objectives, provide strategic insight, and lead continuous improvement efforts in operations.
Drive results by tracking and analyzing key operational metrics, identifying process improvement opportunities, and delivering on strategic initiatives.
Oversee the design and operation of various services, systems, and applications.
Train BPO Partners on the existing / New processes.
Ensure Quality of service delivered by the BPO partners.
Act as a Subject Matter Expert -Support with CRM enhancements & developments.
Coordinate between BPO & HS teams to facilitate tasks.
Works with numbers, spot trends, find meaning behind data and come up with actionable insights that would help grow Hungerstation and our partners ecosystems further.
Share & manage process updates between HS & BPO.
Manage onboarding queue for shops with internal stakeholders and ensure processes are aligned and followed -Follow daily operations relating to the job to ensure work continuity.
Contribute to preparing timely and accurate reports that concern the line of work to meet the requirements, objectives, and standards.
Ensure the satisfaction of both internal and external customers by addressing their needs in a courteous and timely manner.
Uphold a high-performance working environment and promote the Organization’s Values.
Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner.
Contribute to the identification of opportunities for continuous improvement of processes, practices, work processes, cost effectiveness, and productivity enhancement.

QUALIFICATIONS/REQUIREMENTS Knowledge and Experience:

Minimum 2 years of prior experience in leading & managing a team, within a Contact Center environment is preferred.

Education and Certifications:

Bachelor's Degree.

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Other

Industries

Food and Beverage Services #J-18808-Ljbffr

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