In the story of Snappfood, we believe in creating value that goes beyond the ordinary. We are willing to establish innovative tendencies and are eager to have you on our team to help us get through our business challenges with creativity, intelligence, and agility. We are waiting for you to continue this story.

Responsibilities:

Coach and provide good opportunities with the aim of training and developing the interpersonal and technical skills of all support agents.Support agents in hiring, training, and preparing support agents to respond to agents’ questions and complaints, and troubleshoot high-level problems with services or products.Manage the day-to-day contact centers and monitor all agents' activities to ensure that all service levels committed are met and exceeded.Ensure agents understand and comply with all support objectives, performance standards, and policies.Liaise with internal and external clients related to the support team.Prepare reports on the KPIs of the team and track customer service metrics accordingly.Provide detailed statistical feedback on the performance of team members to the management in order to use in the staff evaluation process.Monitor the performance of team members to identify their strengths and weaknesses and support them to prepare improvement plans and follow up to be in line with the plan.Create and implement work procedures that will enhance the organizational and departmental service delivery, operating procedures, and standards.Set weekly and monthly meetings with agents in order to have feedback sessions and review the progress, and update them about the future plan and targets.Be in touch with QA and QC leaders and take proper reports on his/her own team performance and work on them with agents to boost the team performance.

Requirements:

Good knowledge of operational flows and processes.Strong understanding of company products, policies, and services.Ability to analyze, interpret, and report operational data.Good at office tools, especially data ones.Familiar with QA and QC procedures and policies.

Benefits:

Credit for gym, therapy, and internet costs.Social security and complementary insurance.Educational platform for advanced courses.Snappfood discount codes.Loans.