Shift Lead, Partner Service
About this role
Company Description
foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
Job Description
- Manage and supervise a team of 7–10 agents on a daily basis.
- Prepare and maintain team rosters, shift schedules, and manpower planning.
- Monitor and manage agent attendance, leaves, overtime (OT), and adherence.
- Track and maintain team KPIs, productivity, and salary-related inputs accurately.
- Share daily performance reports and operational updates with the TL/Manager.
- Ensure the team consistently achieves operational targets such as:
- QA (Quality Assurance)
- SLA (Service Level Agreement)
- AHT (Average Handling Time)
- CSAT and other performance metrics
- Conduct regular performance monitoring and provide coaching and feedback to agents.
- Identify performance gaps and implement action plans for improvement.
- Escalate any operational risks, policy violations, customer issues, or team concerns to the TL/Manager immediately.
- Maintain proper coordination with cross-functional teams when required.
- Support new joiners during onboarding, nesting, and operational transition.
- Maintain discipline, professionalism, and positive team morale within the team.
- Handle multiple operational tasks efficiently in a fast-paced environment.
- Ensure compliance with company policies, SOPs, and operational guidelines.
Qualifications
- Strong leadership and people management skills.
- Good communication and reporting skills.
- Ability to multitask and work under pressure.
- Strong analytical and problem-solving ability.
- Smart, proactive, and detail-oriented mindset.
- Excellent teamwork and collaboration skills.
- Proficiency in spreadsheets/reporting tools is preferred.
- Ability to identify risks quickly and escalate appropriately.
- Experience in customer service or operations management is preferred.
Additional Information
Frequently Asked Questions
Is the salary disclosed for the Shift Lead, Partner Service position at deliveryhero?
The salary for this Shift Lead, Partner Service role at deliveryhero is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Shift Lead, Partner Service position at deliveryhero located?
This Shift Lead, Partner Service role at deliveryhero is based in Dhaka, Dhaka, , Bangladesh, bd. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Shift Lead, Partner Service role at deliveryhero full-time or part-time?
This is listed as a Part time position. It is posted as a Shift Lead, Partner Service role at deliveryhero.
How do I apply for the Shift Lead, Partner Service position at deliveryhero?
Click the "Apply Now" button on this page. You will be redirected to deliveryhero's official application portal hosted on smartrecruiters where you can submit your application directly.
When was the Shift Lead, Partner Service job at deliveryhero posted?
This Shift Lead, Partner Service position at deliveryhero was posted on Jun 8, 2026. Apply as soon as possible — early applications are often reviewed first.
Shift Lead, Partner Service
deliveryhero
You'll be redirected to deliveryhero's official application page on SmartRecruiters.