Description

You will lead supervisors and people managers to streamline operations for restaurant partners, driving service level outcomes, reducing churn, and improving the overall shop experience. This role focuses on performance consistency, KPI ownership, and cross-functional collaboration.

Requirements

• 3-5 years call center operations experience
• At least 2 years leading supervisors or managers with clear KPI ownership
• Excellent verbal and written English skills
• Strong analytical skills with dashboards, spreadsheets, and QA reporting
• Ability to travel to Slice sites and BPO partner locations

Responsibilities

• Lead supervisors and people managers to drive KPI outcomes (service level, answer rate, QA, error rate, shop churn)
• Run operating structure with weekly data-driven reviews and calibrations
• Improve org health through leadership development, engagement, and retention
• Drive capacity planning, coverage, hiring, and routing efficiency
• Ensure consistent execution of standard processes, escalations, and service standards across all sites