Shift Lead, Partner Service

Delivery Hero
Bangladesh
Workplace: OnsitePart timeFunction: Administration & Executive AssistanceSkills: []

Lead partner service operations during assigned shifts, ensuring smooth handovers and immediate response to disruptions or volume spikes. Supervise agents in real time with coaching, guidance, and onboarding support. Monitor queue health, SLAs, backlog, and shift attendance/schedule adherence. Track hourly KPIs including AHT, CSAT, QA, occupancy, and other service metrics, then implement corrective actions and produce shift summaries and daily reports.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Delivery Hero
Delivery Hero
2 days ago

Shift Lead, Partner Service

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Lead partner service operations during assigned shifts, ensuring smooth handovers and immediate response to disruptions or volume spikes. Supervise agents in real time with coaching, guidance, and onboarding support. Monitor queue health, SLAs, backlog, and shift attendance/schedule adherence. Track hourly KPIs including AHT, CSAT, QA, occupancy, and other service metrics, then implement corrective actions and produce shift summaries and daily reports.
Location: Bangladesh
Workplace: Onsite
Employment Type: Part time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Manage partner service operations during assigned shifts, including monitoring queue health, SLA, backlog, and service levels.
  • •Allocate resources based on workload and forecast to support shift execution.
  • •Ensure smooth shift handover between teams and take immediate action during service disruptions or volume spikes.
  • •Supervise agents during the shift with real-time coaching and guidance, including onboarding and buddy sessions.
  • •Track hourly KPIs (AHT, CSAT, SLA, QA, occupancy) and implement corrective actions; prepare shift summaries and daily reports.

Key Requirements

Languages:English

Company Brief

Delivery Hero
Global online food-ordering and local delivery platform operating multiple regional brands (e.g., Foodpanda, Glovo, Talabat) across 50–70+ countries, supplying food and quick-commerce deliveries via marketplace and logistics services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
Glassdoor
Glassdoor: 3.4
WebsiteLinkedInGlassdoor