Vendor Operations Team Lead - Czech speaker
Employer · Delivery Hero
Office and call centre supervisor
Department managerFull-timeMealsBudapest
We are looking for a dynamic and results-driven Team Lead to oversee a team of 10 Onboarding Agents. In this role, you will drive the end-to-end onboarding, incubation, and re-engagement processes for our Restaurant and Shop partners. You will balance people leadership, operational excellence, and stakeholder management to ensure our partners are set up for long-term success while continuously optimizing our internal workflows.
Tasks
- Manage, motivate, and develop a team of 10 onboarding agents to meet and exceed KPIs.
- Conduct daily huddles, regular 1-on-1 coaching sessions, and formal performance reviews (including probationary evaluations).
- Act as the first point of contact for agents, providing real-time guidance to resolve complex queries and blockers.
- Oversee operational scheduling, leave approvals, and overtime planning using internal tracking tools.
- Handle team misconduct cases and performance improvement plans professionally and objectively.
- Oversee the end-to-end partner journey, including initial onboarding, vendor incubation, and dormant account re-engagement.
- Monitor and manage case queues strictly, balancing high-speed execution with top-tier quality control.
- Proactively identify process gaps and collaborate with local teams to implement swift, permanent rectifications.
- Maintain and update internal reference sheets and standard operating procedures (SOPs) to reflect process changes.
- Consolidate agent feedback regarding technical bugs or tool inefficiencies and collaborate with product/tech teams for resolution.
- Track KPI trends, analyze operational data, and build daily/weekly/monthly dashboards for senior leadership.
- Partner with local country teams and other departments to resolve cross-functional bottlenecks and streamline operations.
- Prepare for and participate in regular country performance review calls with key local stakeholders.
- Support senior management in executing new operational strategies, change initiatives, and pilot projects.