Operations Team Lead

2 weeks ago

مصر, Egypt Cartona Full time

**About Cartona**: We are a B2B marketplace. We empower retailers by connecting them to hundreds of wholesalers, suppliers, and producing companies. Our aim is to enable retailers by providing them with easy price comparison, exclusive offers, and a seamless ordering and fulfilment experience through digitizing the traditional trade market. **What we are looking for**: We are looking for a Live Operations Lead who will be critical in leading a team of live ops agents and running the day-to-day operations of Cartona. The role will report to the **Operations Manager.** Location: Dokki **Your day, in a Nutshell, might include**: - Support agents in the day-to-day operations to secure complete orders and achieve team members’ operations targets. - Improve customer experiences and customer satisfaction by assisting agents with all requires tools and skills for orders inquiries, transactions and complaints resolution efficiently and effectively. - Conduct daily, weekly and monthly coaching sessions for agents on all systems issues, SOP, skills, attitude and Apps to identify improvement areas and chart action plan with rigorous follow-up. - Review and analyze performance trends consistently and frequently for team members. - Communicate performance results and goals to team. - Provide feedback and training recommendations. - Implement corrective action procedures when required. - Set process flow for new ops verticals "Fulfillment". - Set KPIs & dashboards views for each vertical. - Responsible for the implementation process / Capacities ramp up. - Submit/ Ensure updated product Wishlist to serve each business type. - Ensure meeting Customers Quality of service. - Manage team organization & hire the required capacities. - Ensure appropriate documentation, interpretation, and communication to leaders regarding the implementation of various compliance plans - Provide recommendations for policy updates and guidance to internal stakeholders to ensure vendor contracts align to compliance standards - Support vendor selection, on-boarding, and vendor alignment to Cartona culture - Enhance and improve such as but not limited to ( Cancellation Rate / Fulfillment Rate / Delivery Durations / Delayed Orders / Defect Rate ) **We are looking for you if**: - You have strong communication, problem solving, decision-making and negotiating skills - You have the ability to work autonomously and have a high energy level to motivate a team - You have the ability to plan/organize work activities and influence/persuade others - You have Strong analytical skills - You are results-oriented with a focus on operations & scale - You have excellent crisis management skills **You fit the bill if**: - You have a Bachelor's degree in Business or relevant field - You have at least 2 years work experience as team lead ( preferred in Marketplace / 3PL background). - You have Strong knowledge of Microsoft Excel **What’s in it for you**: - Career Growth through our learning and development programs. - Lots of discounts in our Entertainment, Financial Support and Wellbeing programs. - Family Care Program - Flexible working hours. **What happens once you apply?** Once you apply, you start your journey of CV screening, Phone Screening, Technical interview, HR interview and Final interview. **Get to Know more about Life at Cartona through the below links**:

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