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台北 02-2912-6104 轉 2
   02-7703-3104 轉 2
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廠商求才專線
台北 02-2913-8123
   02-7703-3104
台中 04-3700-6104
上海 86-21-50277104 轉 1
意見回饋

Senior Team Lead - Special Team ( Local Hire )

  • 全職

RELATIONSHIPS:

Reports to Operations Manager
Supervise a specialized team who are Social Media experts and Incident Recovery Experts
Internal contacts for all department
External contacts – Customers of foodpanda / Local Operations / Regional Team


JOB DESCRIPTION:

People Management
Lead and manage the overall performance of the team/department by monitoring Team KPI, producing individual development plans and coaching to exceed departmental goals
To perform ad hoc monitoring either remotely or side by side to ensure that the Team are handling day to day operational tasks as well as customer escalations in accordance with established work process and instructions
Work with Operations Support to administer and monitor staff’s leave, punctuality, meals, breaks schedule to achieve optimal staffing capacity

Performance Management
Develop, Own, Improve & Maintain department KPIs while constantly finding ways to become more efficient and effective.
This includes working on special projects that will reduce stakeholder escalations, deflect incidents from coming into the department and ensuring customer experience.
Be the owner of department systems, tools, SOPs and overall customer experience.
Effectively improve Customer Satisfaction and increase customer retention rate.

Strategic Management
Own Customer Recovery, Social Media and Escalations as a whole and drive changes to reduce branding impact
Analyse reports and data from Tableu or legacy system and derive operational or WFM improvements.
Take ownership of daily, weekly & monthly reporting disregards of whether local team or at BPOs.
Use data to make calculated decisions or support improvement initiatives or even resolve existing issues.

工作條件

  • 接受身份: 上班族
  • 工作經歷: 三年以上
  • 學歷要求: 大學 碩士
  • 語文條件: 英文 -- 聽 /精通、說 /精通、讀 /精通、寫 /精通
    中文 -- 聽 /精通、說 /精通、讀 /精通、寫 /精通
  • 其它條件: Who You Are?
    You have at least 5 years working experience in a Customer Service Department.
    You MUST have Microsoft Excel Skills of an Intermediate Skill Level
    You are data driven, analytical, energetic and goal driven
    You MUST be able to read & write Mandarin.
    You do not just rely on a job scope and willing to upskill

福利制度

【休假】
在foodpanda壽星最大、生病要養病,我們見紅就放希望大家都能充分的休息。
- 生日假、有薪病假、優於勞基法之休假規則(別人補班我不補)

【環境】
foodpanda相信良好的環境是可以增加員工的工作動力,因此我們盡力提供員工更好的工作環境。
- 彈性上班工時:09:30~10:00 彈性上班,讓你避開人擠人的上下班時間
- 開放的辦公室環境:人性化的辦公室環境
- 有活力的團隊:我們不怕挑戰只怕不嘗試

【職涯】
foodpanda沒有官僚文化,只有不會讓你孤軍奮戰的主管,以及敦親睦鄰的同事。在這裡,你可以擁有舞台,實現你的理想與抱負,更有一起打拼的夥伴們一同向前。
- 透明暢通的升遷管道
- 充滿挑戰機會
- 開放溝通的組織文化

【福利】
foodpanda的福利不一般,三節獎金、績效獎金、年終獎金以外,我們還有不定期的下午茶、每月訂餐補助、零食區以及喝不完的飲料與咖啡。除此以外,還有許許多多的大小活動以及國內、外員工旅遊,讓你在公司除了上班,生活也能多采多姿。
- 三節獎金、年終獎金
- 部門聚餐
- 不定期辦公室下午茶
- 員工訂餐優惠
- 好吃的尾牙 (2019年初在Lawry's Taipei 勞瑞斯餐廳)
- 國內、外員工旅遊 (2019年5月韓國4日遊)
- 員工團體保險
- 多元活動:唱歌活動、員工旅遊、團隊士氣建立活動等…。

更新日期:2019-11-18

應徵方式

  • 職務聯絡人: HR
  • 聯絡E-Mail: (請利用104履歷表應徵此工作) 我要應徵
  • 洽: 不接受電洽
  • 洽: 不接受親洽

應徵分析

兩週內0-5人應徵
經歷分佈
新鮮人0%
1~3年0%
3~5年0%
5~10年0%
10年以上100%
學歷分佈
碩士及以上0%
大學100%
專科0%
高中0%
高中以下0%
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