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Team Leader, Restaurant Operations
3 months ago
About noon
noon is the largest e-commerce player in the Middle East and is quickly becoming the go-to platform for all online customer needs. We've built a full-fledged ecosystem of products and services in e-commerce, quick-commerce, food, fintech, grocery, and fashion—and we're just getting started. We are a team of dynamic professionals who are aggressively ambitious, rapidly scaling, and uniquely positioned to capitalize on the rapid adoption of e-commerce in the Middle East.
We’re on an unconventional mission, doing something that has never been done before. We are developing the future of online shopping, and we’re looking for top talent to join us on our mission.
About noon Food
noon Food believes the key ingredient to a successful partnership is service that works both ways. Championing local business from region for the region. Our aim is to grow the food and beverage delivery sector and be the #1 food delivery player in the region. We at noon Food are a small, dynamic team working on introducing the noon Food service to the world. If you love new challenges, are open to learning and thrive in an entrepreneurial culture, this is exactly the place for you.
What you’ll do:
- Manage and supervise departmental objectives , assist in the preparation and creation of the department strategic objectives and reporting
- Proactively manage Day-to-Day operations through agents and team leaders for Noon food.
- Communicating customer sentiment trends, troubleshooting customer issues, handling escalated customer calls and daily team administrative functions.
- Provide assistance/guidance to team leaders to ensure agreed service level targets are consistently achieved in a cost-effective manner.
- Create a successful team aligning Noon food mission and strategic objectives with team goals.
- Assist in hiring, training and maintaining agents and Team leaders to ensure stability in Food’s manpower skillsets, knowledge and performance.
- Ensure team leaders and agents meet and exceed monthly and quarterly performance targets by regularly coaching team members through scheduled documented performance meetings.
- Become the focal point of addressing skillset improvement needs by effectively working with coaches and trainers.
- Proactively monitor customer transaction trends, account/staff performance metrics and highlight positive/negative trends.
- Closely work with other functions’ leads to align and improve on cross functional scope.
- Keep ahead of industry’s developments and apply best practices to areas of improvement.
What you’ll need:
- Bachelors in Business Administration or a similar field
- 3+ years successful role as call center manager/assistant manager/account manager in a fast-paced E-commerce Customer Success/Experience call center.
- Proven and demonstrated ability to build great relationships, with the ability to bring an upbeat, professional and respectful approach to internal and external customers.
- Ability to analyze and interpret data in a challenging and insightful manner.
- Efficient time management, ability to multi-task and detail oriented.
- Crisis management/Creative problem-solving skills.
- COPC HPMT or a similar certification.
- Experience/proficiency in programs such as C-Zentrix, Zendesk, Google Suite, Microsoft Teams.
- Excellent Communication skills
Who will excel?
We’re looking for candidates who thrive in a fast-paced, dynamic start-up environment. We’re searching for problem solvers, people who operate with a bias for action and have a deep understanding of the importance of resourcefulness over reliance.
Candor is our only default. Demanding unequivocal high standards should be non-negotiable because quality matters. We want people who are radically candid, cohorts who commit to settling for nothing but the best - in hiring, in accepting work from colleagues, and in your own work.
Ours is not an easy mission, but it is a meaningful one. Every hire must actively raise the bar of talent in the company to help us reach our vision.
