Description

You'll lead supervisors and managers to streamline internal operations for restaurant partners, drive KPI outcomes across service levels and shop health, and turn performance insights into action plans to improve speed, accuracy, and customer experience.

Requirements

• 3-5 years in call center operations, with at least 2 years leading supervisors or managers
• Excellent verbal and written English skills
• Strong analytical skills with dashboards, spreadsheets, and QA reporting
• Demonstrated ability to coach, develop, and collaborate cross-functionally
• Ability to prioritize, time-manage, and stay calm in a high-paced environment

Responsibilities

• Drive KPI outcomes across assigned regions including service level, answer rate, QA, error rate, and shop churn
• Lead supervisors and people managers through coaching and performance management
• Run an operating structure for accountability with weekly data-driven reviews
• Drive capacity planning, people strategy, coverage, hiring, and routing efficiency
• Ensure consistent execution of standard processes, escalations, and service standards across all sites