Vendor Operations Team Lead - Czech speaker

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 Czech. 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.