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Job Description
About Foodics ??Proudly voted the best place to work in 2021-2022, Foodics, one of the most promising SaaS companies in MENA, was founded in 2014 with headquarters in Riyadh and offices in the United Arab Emirates, Jordan, Kuwait, Egypt, Pakistan and Netherlands.We provide a cloud based point-of-sale SaaS ecosystem with tools that help F&B and retail businesses start, track and grow. Our customers use Foodics to accept payments, track inventory, monitor sales, process orders, digitize menus, manage employees, create analytics and smart reports, provide secure cloud storage and enable the integration of third party apps.Foodics? originated in Saudi and is undergoing rapid expansion across MENA, Pakistan and Africa, servicing over 20,000 stores. We pride ourselves on recognising and retaining talent while promoting creativity and efficiency, so we are constantly looking for people to help shape and be a part of our bright future!Our Purpose: To create a growth-accelerating platform that enables the restaurant ecosystem to achieve the most remarkable performanceOur Vision: To be the most trusted one-stop-shop software & financial platform for restaurantsOur Mission: to empower every person who contributes to the success of a restaurant business and provide finance to fuel its growthAbout the RoleWe are looking for a Team Leader to be part of the middle management team who will be responsible for the Center of Excellence team in Egypt. The role requires overseeing employees in working shifts, aiming to get the best performance possible from employees in roles serving our clients on demand. You will be reporting to the Center Supervisor/ Manager, with a supervisory ratio of 1:15/20 per TL. You are expected to maximize productivity and quality of the different channels of serving our customers through the center through acting as a reference point for teams on floor, and continuously work with your team to reach optimum performance levels. If you believe you have what it takes to succeed in this ambitious role, we are looking for you!Main Task & Responsibilities ??
- Collate, analyse and utilize call statistics to manage and improve the performance of the CCoE team.
- Ensuring the team achieves high customer satisfaction/success measured through KPIs
- Prioritizes work, hiring, onboarding, training, developing and manages performance
- Maintains high degree of knowledge about products and technical issues
- Provides technical support to customers and serves as an escalation channel
- Implements knowledge-centered Support efforts ensuring key team learning is recorded
- Analyses and improves work processes suggesting timely changes to management
- A strong focus on the importance of customer experience instilled in the team via a culture of proactivity, ownership and responsiveness
- Supports the team to escalate queries, bugs, and feature requests.
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