Disptach Shift Leader
HungerStation, Bahrain

• To ensure desired Rider delight by providing satisfactory response to Rider interaction.
• Enhance the agreed targets and KPIs
• Manage Rider Interactions through ticketing, social media Inbound amp; out bound voice contact through his/her team for the various services.
• Embody the spirit of excellence through team building, leadership and sound people management skills.
• Identify areas of concern and under performance and take corrective measures.
• Foster 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 Rider interactions.
• Constantly monitor amp; review performance metrics for achievement of objective.
• Contribute inputs towards sales amp; marketing plans.
• To interface with respective work center for resolution of complaints.
• To track amp; ensure closure of complaints.
• To effectively manage Contact Center operations for constant performance achievements.
• Identify relevant training needs of agents amp; ensure effective implementation.
• Effectively manage team operations.
• Constantly login an take an agent role to update himself of Riders’ needs
• Manage his/her team quality through listening on constant basis to the historical and live Rider interactions.
• Interface with IT/HR/ Training/Quality.
• Collate data amp; generate MIS report.
• Handled all kinds of escalations on higher levels presented by clients and ensuring resolving all kinds of complaints and client’s satisfaction
• Respond to inquiries and resolve problems related to transactions handled by the unit serve as a liaison with other constituencies in the resolution of day-to-day administrative and operational issues.
• maintain and monitor records and reports
• Measure the overall performance by using service level agreements, the average speed of answer, Response time, missed chat etc, and outbound call.
• Ensure that staff maintain the correct attitude and behaviour towards Riders and customers and ensure they possess the right skills and receive training to handle Riders and customer issues on the live chat, Web, email, phone, social media.
• Give accurate direction and support to the team leaders to facilitate successfully
• Completion of organization’s targets and performance goals
• Reporting any issues that arise during the shift to management.
• Assist in managing employee requests and transgressions.

Requirements

• 2-4 years of relevant experience
• Bachelor Degree in a relevant field is required
• Master’s degree in a relevant field is preferred

Job Rewards and Benefits