Support Services Team Lead
7 days ago
HungerStation | هنقرستيشن is seeking a highly skilled and experienced Senior Support Services Team Lead to join our team. In this critical role, you will be responsible for overseeing the support functions of our operations team.
You will drive improvements in Partner care chat, Cases, Calls, WhatsApp for business queues, collaborate with BPO partner teams to achieve shared objectives, provide strategic insight, and lead continuous improvement efforts in operations.
You will oversee the design and operation of various services, systems, and applications, as well as train BPO Partners on existing / New processes.
Your expertise will be instrumental in ensuring Quality of service delivered by the BPO partners, while also acting as a Subject Matter Expert -Support with CRM enhancements & developments.
You will coordinate between BPO & HS teams to facilitate tasks, work with numbers, spot trends, find meaning behind data and come up with actionable insights that would help grow Hungerstation and our partners ecosystems further.
In addition, you will share & manage process updates between HS & BPO, manage onboarding queue for shops with internal stakeholders and ensure processes are aligned and followed.
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.
Key Responsibilities:
- Minimum 2 years of prior experience in leading & managing a team, within a Contact Center environment is preferred.
Education and Certifications:
- Bachelor's Degree.
Employment Type: Full-time
Industry: Food and Beverage Services
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