Manage Partner Service operations during assigned shifts.
Monitor queue health, SLA, backlog, and service levels.
Allocate resources based on workload and forecast.
Ensure smooth shift handover between teams.
Take immediate action during service disruptions or volume spikes.
Team Management
Supervise agents during the shift.
Provide real-time coaching and guidance.
Monitor attendance, punctuality, and schedule adherence.
Conduct huddles and communicate operational updates.
Support onboarding and buddy sessions for new agents.
Performance Monitoring
Track hourly KPIs and productivity.
Monitor AHT, CSAT, SLA, QA, occupancy, and other operational metrics.
Identify performance gaps and implement corrective actions.
Prepare shift summaries and daily reports.
Who we are
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.
Job Responsibilities
Attending inbound and outbound chats/calls solving vendor issues.Must have problem-solving skills and follow timeline when assigned for task.Managing live chat maintaining a typ
Understanding tickets/cases and solving customer issuesManaging SLA and average handling time through quick understandingAble to follow order processing system and internal toolsMeet quality targets w
Attending inbound and outbound chats/calls, solving vendor issues.Must have problem-solving skills and follow timelines when assigned for tasks.Managing live chat, maintaining a typing speed of 30-50
