Dispatch Team Leader

▶ Who we are
With more than 13,000 stores in the U.S. and 84,500 stores globally, it is no wonder 7-Eleven, Inc. has been named an iconic brand. In addition to 7-Eleven stores, 7-Eleven, Inc. also operates and franchises Speedway, Stripes, Laredo Taco Company and Raise the Roost locations.

Since inventing the convenience industry in 1927, 7-Eleven has built a rich 96-year history filled with beloved products like Slurpee, Big Gulp and Big Bite, and fan-favorite holidays like Slurpee Day and Bring Your Own Cup Day. Now, 7-Eleven is on a mission to contemporize the brand and redefine convenience – and we need your help.
▶ About This Opportunity

Responsibilities:

7Drive is 7-Eleven’s delivery division and we’re on a mission to bring on-demand delivery to cities and towns throughout the United States. We serve our communities by connecting our network of gig-economy drivers to restaurants, retailers, and grocers.

The Opportunity

A Team Leader leads, monitors, and supervises a group of employees to achieve goals that contribute to the growth and success of our organization. Team leaders motivate and inspire their team members by creating an environment that provides communication, encourages bonding of team members, and demonstrates flexibility.

Responsibilities

• Manage escalations: Utilize knowledge of escalation processes to effectively deescalate qualifying situations, ensuring a positive outcome for both drivers and clients.
• Monitor Partner SLAs: Maintain a thorough understanding of individual partner/brand SLAs, ensuring compliance and timely resolution of any service issues.
• Conduct Refund and Reconciliation Processes: Oversee the refund and reconciliation processes associated with partner SLAs, ensuring accuracy and adherence to company policies.
• Implement Driver Guidelines: Understand and implement driver suspension and deactivation guidelines to maintain a reliable and efficient driver pool.
• Track Operational Trends: Analyze delivery performance data to identify patterns and recommend process improvements that enhance operational efficiency.
• Team Collaboration: Foster collaboration among team members to ensure seamless communication, problem resolution, and knowledge sharing.
• Training and Development: Mentor and train Operations Support Specialists and 
• Delivery Operations Associates to enhance their understanding of policies, processes, and best practices.
• Maintain Performance Metrics: Monitor and evaluate team performance based on predetermined Key Performance Indicators (KPIs), providing feedback and insights to drive continuous improvement.
• Ensure Compliance: Adhere to company policies and work standards, promoting a culture of compliance and accountability within the team.

Qualifications:

• Excellent communication skills.
• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Proficient in Google Workspace or related software.
• Excellent organizational skills, with the ability to prioritize work.
• Ability to explain technical problems and offer solutions to those without technological training.

If an hourly or salary range is included in this ad it represents the range 7-Eleven in good faith believes is the range of compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range is only applicable for jobs to be performed in this state. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, long-term incentive compensation, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.