Team Leader, Vendor Operations

A foodora, a Delivery Hero Group része, mely a világ úttörő kézbesítési platformja. Küldetésünk, hogy fantasztikus rendelési élményt nyújtsunk– gyorsan, egyszerűen és egészen az ajtóig. Világszerte több, mint 70 országban működünk. A Delivery Hero Group székhelye Berlinben, Németországban található, továbbá 2017 óta szerepel a frankfurti tőzsdén, és az MDAX tőzsdeindex része.

Job Description
Are you ready to lead a dynamic team and make a real impact in a fast-paced, ever-evolving environment? We're looking for a proactive and motivated
Vendor Operations Team Lead
to support our Assistant Manager and empower our frontline heroes delivering exceptional support across our ecosystem - especially in areas like vendor onboarding.

What You'll Do:

• Be the go-to person on the floor, assisting agents with their questions and challenges to keep operations running smoothly.
• Help coordinate scheduling, leave approvals, and overtime planning, ensuring the team stays balanced and motivated.
• Handle misconduct cases alongside our Employee and Labour Relations experts, maintaining a positive and fair workplace.
• Keep our internal processes sharp by updating SOPs and reference materials whenever changes arise.
• Lead the way in onboarding new agents, setting them up for success from day one.
• Collaborate with relevant teams for seamless offboarding when agents move on.
• Run daily huddles that energize and align the team.
• Support performance reviews and probation confirmations, helping agents grow and thrive.
• Gather agent feedback on technical issues and work with other teams to find effective solutions.
• Train both new hires and seasoned agents on SOPs, processes, and best practices.
• Monitor case queues and take proactive steps to ensure timely resolution.
• Drive operational improvements and assist with key projects to boost overall performance.
• Participate in weekly and monthly calls with local stakeholders to review progress and share insights.
• Build strong cross-department relationships to resolve issues quickly and efficiently.
• Track KPIs and analyze trends, providing senior management with actionable insights and recommendations.
• Prepare clear, impactful reports and dashboards for leadership.
• Support senior management in rolling out exciting new initiatives.

Qualifications

• At least a High School Diploma or equivalent (Diploma preferred).
• 2-3 years of experience in a contact center environment, with a minimum of 1 year as a senior agent or team supervisor.
• Fluent English skills (speaking, reading, writing) and proficiency in the local market language.
• Intermediate knowledge of Google Suite or Microsoft Office tools.
• Familiarity with CRM platforms.
• Strong analytical mindset with the ability to interpret data and spot trends.
• Excellent coordination skills to keep the team aligned and motivated.
• Fast learner, adaptable to change and new processes.
• Outstanding communication and interpersonal skills.
• Willingness to work rotational shifts, including nights, weekends, and public holidays.

Additional Information

• Modern, dog-friendly office in Budapest's Haller Gardens – easy to reach, even by bike
• Hybrid work option (2-3 days in the office per week).
• International good vibe + strong corporate background = a secure & inspiring place to grow.
• From day one: life, accident & health insurance (MetLife).
• SZÉP-card & Medicare health package.
• foodora PRO & vouchers – tasty meals, even in the home office.
• Mental health support & relaxing office massages.
• In-house English lessons + LinkedIn Learning access.
• Extra days off, AYCM partnership & all tools provided.
• Social impact matters: we support 6 charities and you can join in