Rider Senior Supervisor

Job description

We are looking for a Rider Hiring Supervisor to lead our courier recruitment and activation operations, oversee team performance and operational targets, and drive continuous improvements across our courier acquisition processes. This role will be responsible not only for managing day-to-day operations but also for performance analysis, team coordination, process improvement, and close collaboration with central teams.

Key Responsibilities

Manage the day-to-day operations of the Courier Contact Center and ensure business continuity. Oversee the end-to-end courier recruitment, application follow-up, and activation processes. Monitor key performance indicators (KPIs), including recruitment performance, application-to-activation conversion rates, and activation targets, and develop action plans to achieve business objectives. Manage team capacity, task allocation, and workforce planning to improve operational efficiency.

Monitor team members' performance, identify development areas, and provide regular feedback. Analyze bottlenecks in the application and activation processes and lead process improvement initiatives. Prepare performance analyses and provide regular reports to management using reporting tools, particularly Excel and Google Sheets. Improve communication processes with courier candidates and ensure that calling, follow-up, and response procedures are carried out effectively and in line with established standards.

Oversee the inventory, stock management, and delivery processes for onboarding equipment. Maintain close coordination with central teams, field operations, and other relevant stakeholders. Analyze operational needs and propose improvements related to resources, capacity, and processes. Improve service quality, data accuracy, and operational standards across the Contact Center. Key Performance Indicators (KPIs) Achievement of recruitment and activation targets.

Improvement in application-to-activation conversion rates. Reduction in candidate response times and application completion times. Improvement in team productivity and operational service quality. Maintaining accurate reporting and ensuring consistent process tracking.

Qualifications

Ability to work at our Istanbul location Previous experience in call center management, operations management, recruitment, logistics, or the quick-commerce/delivery industry is preferred. Proven experience in team management and performance monitoring. Strong knowledge of operational KPIs, data analysis, and reporting. Proficiency in Excel and Google Sheets; advanced Excel skills are preferred. Strong planning, resource management, and process improvement skills.

Analytical mindset with the ability to make data-driven decisions and deliver results. Excellent communication, coordination, and problem-solving skills. Ability to adapt quickly to a fast-paced and dynamic operational environment. Bachelor's degree from an accredited university.