Shift Lead, Partner Service

foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Operational Management

• Manage Partner Service operations during assigned shifts.
• Monitor queue health, SLA, backlog, and service levels.
• Allocate resources based on workload and forecast.
• Ensure smooth shift handover between teams.
• Take immediate action during service disruptions or volume spikes.

Team Management

• Supervise agents during the shift.
• Provide real-time coaching and guidance.
• Monitor attendance, punctuality, and schedule adherence.
• Conduct huddles and communicate operational updates.
• Support onboarding and buddy sessions for new agents.

Performance Monitoring

• Track hourly KPIs and productivity.
• Monitor AHT, CSAT, SLA, QA, occupancy, and other operational metrics.
• Identify performance gaps and implement corrective actions.
• Prepare shift summaries and daily reports.