Vendor Operations Team Lead - Czech Speaker

Feladatok: We are looking for a dynamic and results-driven Team Lead to oversee a team of 10+ Onboarding Agents. In this role, you will drive the end-to-end onboarding, incubation, and re-engagement processes for our Restaurant and Shop partners. You will balance people leadership, operational excellence, and stakeholder management to ensure our partners are set up for long-term success while continuously optimizing our internal workflows.People Leadership & Development Lead and Mentor: Manage, motivate, and develop a team of 10+ onboarding agents to meet and exceed KPIs. Performance Management: Conduct daily huddles, regular 1-on-1 coaching sessions, and formal performance reviews (including probationary evaluations). Floor Support: Act as the first point of contact for agents, providing real-time guidance to resolve complex queries and blockers. Team Administration: Oversee operational scheduling, leave approvals, and overtime planning using internal tracking tools. HR Compliance: Handle team misconduct cases and performance improvement plans professionally and objectively.Operational Excellence & Partner Success Funnel Management: Oversee the end-to-end partner journey, including initial onboarding, vendor incubation, and dormant account re-engagement. Queue Optimization: Monitor and manage case queues strictly, balancing high-speed execution with top-tier quality control. Process Improvement: Proactively identify process gaps and collaborate with local teams to implement swift, permanent rectifications. Knowledge Management: Maintain and update internal reference sheets and standard operating procedures (SOPs) to reflect process changes. Technical Liaison: Consolidate agent feedback regarding technical bugs or tool inefficiencies and collaborate with product/tech teams for resolution.Stakeholder Management & Reporting Data-Driven Insights: Track KPI trends, analyze operational data, and build daily/weekly/monthly dashboards for senior leadership. Cross-Functional Collaboration: Partner with local country teams and other departments to resolve cross-functional bottlenecks and streamline operations. Strategic Alignment: Prepare for and participate in regular country performance review calls with key local stakeholders. Change Management: Support senior management in executing new operational strategies, change initiatives, and pilot projects.Ügyfélszolgálat, Ügyfélkapcsolat vezető; Ügyféltámogatás, Adminisztráció

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