Call Center Supervisor

Job Description

ABOUT US?Kit.op.i stands for Kitchen Operation Innovations. We are one of the world?s fastest growing venture-backed Food Tech startups. Our managed cloud kitchen network that enables food brands to open delivery only locations by providing the necessary infrastructure and software with minimal capital expenditures and time. We are headquartered in Dubai and rapidly expanding across the globe with London our next launch market.Do you want to get first hand insights on how a rapidly scaling tech startup operate?Do you enjoy working within an entrepreneurial environment, having the personal freedom to act, and be part of a fun, energetic team who are running at full speed to ignite a digital disruption in the food industry??If the answer is YES, read on to find out more about the role at Kitopi!?ABOUT THE ROLE:The Call Center Shift Supervisor will be joining the Kitopi Call Center team and will be tasked with the oversight of hour to hour operations within the Call Center.The Supervisor will be the shift lead and expected to work evening shifts (6 pm ? 2 am) and weekends.?The Kitopi Call Center is more than a Call Center ? it is our Command Center. The Command Center is dedicated to providing world-class customer support to our staff, kitchens, drivers, eaters, aggregator partners and restaurant partners. We rely on our Command Center to provide support for our toughest issues types, handle escalations from our thousands of orders that we process from our kitchens everyday, and provide an environment to launch new brands and new processes.You will leverage your experience and industry best practices to help build effective, scalable processes. For this role you need to be operationally focused, have a flair for people management and be a proactive problem-solver with some experience in having managed support for F&B companies. This will be a supervisor role with a heavy focus on people management and continuous process improvement. The role will be based out of the Dubai Kitopi Command Center.WHAT YOU?LL DO:

• Operational setup ? clearly identify and assign agents to their tasks and activities based on assignments
• Supervision of Hour to Hour Operations including resource re-allocation based on increase load
• Manage and review follow-ups and complaints
• Create all daily and monthly reports related to call center KPIs
• Quite simply, do whatever it takes to introduce customers to our restaurant brands and ensure satisfaction with every order ? some days, this may mean analyzing data, & other days, it may mean ordering from 10 restaurants.

• A total hustler; You don?t fold under pressure; in fact you thrive in a fast-paced environment.
• Be a sleuth; Have a good nose for sniffing out problems in a complex system.
• A problem-solver; you have an analytical mind and can navigate obstacles on the fly in a thoughtful and logical way.
• Detail oriented; your Google calendar can be crammed, but it?s organized, totally manageable and you don?t miss a beat.
• Obsessed with food; you are ready to live, eat and breathe Kitopi, spreading the love to everyone you encounter.
• A person of high integrity; youre interacting with our brands and partners so you have to represent Kitopi the best.
• Speak another language (Arabic would be great)

Keyskills :
Team Leadership Customer Service Skills