Vendor Operations Team Lead

Job Description

We are looking for a dynamic and results-driven Team Lead to oversee a team of 10+ Onboarding Agents. In this role, you will drive the end-to-end onboarding, incubation, and re-engagement processes for our Restaurant and Shop partners. You will balance people leadership, operational excellence, and stakeholder management to ensure our partners are set up for long-term success while continuously optimizing our internal workflows.

People Leadership & Development

• Lead and Mentor: Manage, motivate, and develop a team of 10+ onboarding agents to meet and exceed KPIs.
• Performance Management: Conduct daily huddles, regular 1-on-1 coaching sessions, and formal performance reviews (including probationary evaluations).
• Floor Support: Act as the first point of contact for agents, providing real-time guidance to resolve complex queries and blockers.
• Team Administration: Oversee operational scheduling, leave approvals, and overtime planning using internal tracking tools.
• HR Compliance: Handle team misconduct cases and performance improvement plans professionally and objectively.

Operational Excellence & Partner Success

• Funnel Management: Oversee the end-to-end partner journey, including initial onboarding, vendor incubation, and dormant account re-engagement.
• Queue Optimization: Monitor and manage case queues strictly, balancing high-speed execution with top-tier quality control.
• Process Improvement: Proactively identify process gaps and collaborate with local teams to implement swift, permanent rectifications.
• Knowledge Management: Maintain and update internal reference sheets and standard operating procedures (SOPs) to reflect process changes.
• Technical Liaison: Consolidate agent feedback regarding technical bugs or tool inefficiencies and collaborate with product/tech teams for resolution.

Stakeholder Management & Reporting

• Data-Driven Insights: Track KPI trends, analyze operational data, and build daily/weekly/monthly dashboards for senior leadership.
• Cross-Functional Collaboration: Partner with local country teams and other departments to resolve cross-functional bottlenecks and streamline operations.
• Strategic Alignment: Prepare for and participate in regular country performance review calls with key local stakeholders.
• Change Management: Support senior management in executing new operational strategies, change initiatives, and pilot projects.

Qualifications

• Candidates must have at least a High School / Diploma Certificate.
• Must have at least 2 - 3 years of experience in contact center environment, with at least 1 year of experience as a senior agent or assistant manager or team supervisor.
• Must be fluent in speaking/reading/writing in English and Norwegian.
• Intermediate knowledge of Google Suite or Microsoft tools.
• Intermediate knowledge of CRM tools.
• Strong analytical skills with the ability to work on a large data set to identify trends.
• Ability to coordinate and synchronize team efforts to achieve common goals.
• Fast learner and able to adapt quickly to constant changes in operational processes and requirements.
• Excellent communication and interpersonal skills.

Additional Information

Your Benefits

• Modern and dog-friendly office in Budapest’s Mill Park – easy to reach, even by bike!
• International good vibe + strong corporate background = a secure & inspiring place to grow. 
• From day one: life, accident & health insurance (MetLife).
• SZÉP-card & Medicare health package.
• foodora PRO & vouchers – tasty meals, even in the home office.
• Mental health support & relaxing office massages.
•  In-house English lessons + LinkedIn Learning access.
• Extra days off, AYCM partnership & all tools provided.
• Social impact matters: we support 6 charities and you can join in!