Shift Lead, Partner Service
Core
Manage partner service operations during assigned shifts, monitoring queue health, SLA, backlog, and service levels while supervising agents and ensuring smooth handovers.
Role type
Shift Lead, Partner Service
Builds
Food delivery service operations for foodpanda
Domain
Food delivery / Logistics
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Queue management, SLA monitoring, resource allocation, team supervision, real-time coaching, KPI tracking, performance gap analysis, shift handover coordination
Preferred skills
Forecasting, operational metrics analysis, corrective action implementation
Technologies
None stated
Responsibilities
Monitor queue health, SLA, backlog, and service levels; Allocate resources based on workload and forecast; Supervise agents and provide real-time coaching; Track hourly KPIs and productivity metrics; Prepare shift summaries and daily reports
Seniority
Individual Contributor, operational lead