Sherbim ndaj KlientitPrishtinëSotFull Time
The Role
As a Supervisor for our Phone team, you'll lead a team of Community Team Leads and oversee day-to-day operations across multiple pods and shifts. You'll be responsible for driving performance, building accountability, and creating consistency across the operation so every team delivers a great experience to both our restaurant partners and their customers.
This is a hands-on leadership role for someone who loves coaching people, solving problems, and using data to drive results. You'll spend your time developing Team Leads, improving operational performance, managing escalations, and ensuring the systems, processes, and expectations that drive a high-performing operation are consistently executed.
Most importantly, you'll be relentlessly focused on the customer experience. Every missed call is a missed opportunity for one of our restaurant partners. You'll lead teams that understand what's at stake and take pride in delivering a great experience on every interaction.
Key focus areas include:
- Coaching, developing, and holding Team Leads accountable through regular 1:1s, feedback, and performance management.
- Driving operational performance across pods and shifts, including service levels, answer rates, staffing execution, and adherence.
- Creating consistency across coaching, QA, scorecards, and performance expectations.
- Managing escalations across teams and shifts while identifying root causes and driving long-term solutions.
- Partnering with GTM, Implementations, Product, and Operations teams to improve the experience for our restaurant partners.
- Supporting onboarding and hypercare efforts for new Phones customers.
- Monitoring timecards, attendance, and workforce management metrics to ensure operational reliability.
- Building a culture of accountability, ownership, teamwork, and customer obsession.
- Partnering with People Business Partners to address employee relations and performance matters.