.Groupon's mission is to become the daily habit in local commerce and fulfill our purpose of building strong communities through thriving small businesses by connecting people to a vibrant, global marketplace for local services, travel experiences, and goods.
In the process, we're positively impacting the lives of millions of customers and merchants globally.
Even with thousands of employees spread across multiple continents, we still maintain a culture that inspires innovation, rewards risk-taking, and celebrates success.
If you want to take more ownership of your career, then you're ready to be part of Groupon.Being a part of Local Operations for EMEA hub, reporting to Area Manager, managing directly a group of subordinate employees.The Team Lead, Merchant Operations ensures all performance objectives mainly for Customer Service are met, as well as supports Merchant Operations and Content Operations for the indicated countries whenever required.
This role ensures performance indicators are met on an individual and team level, ensures schedules are in line with local labor law and agents' schedule adherence is met, monitors Service Levels, and reports potential risks to WFM, and is responsible for individual agents' development.
The Team Lead supports the achievement of the company set Objectives and Key Results (OKRs) on their level, including the implementation of pre-approved initiatives, while respecting the company values and culture tenets.Responsibilities Manage day-to-day operations for supervised teams with the support of direct supervisor whenever required, with the aim to provide the best customer and merchant experience in accordance with business standards.Oversee KPIs and SLAs team specific and ensure that the teams are meeting expectations.Provide the teams with regular feedback, training, and coaching they need to meet expectations.Hold weekly reviews with managers to go over the team performance, including SLAs, KPIs, and quality specific for respective countries for respective team.Provide clear action plans, in collaboration with Area Manager, to improve and drive results as needed.Maintain an in-depth understanding of all key policies, procedures, and processes specific to respective departments.Ensure company policies and guidelines are being followed.
Hold regular meetings to collect and disseminate information.Support the strategy through implementing the operational initiatives taken to improve the efficiency of the team, processes, and drive customer and merchant experience.Act as hiring manager in recruitment processes for new hires to join own team.Onboard new hires in alignment with the broader onboarding program.Independently manage company performance reviews, provide recognition and praise for managed team members.Autonomously hold one-to-one meetings with supervised team members to review individual performance