Real Time Specialist

If going the extra mile is on your daily route and you think multitasking is a piece of cake - you might be the one we are looking for! We are looking for a Real Time Specialist who will be playing an important role in our daily operations for our Customer Success team. Are you the one prepared with a pizza slicer before your capricciosa arrives at your doorstep? That’s the spirit we are looking for! Apply today!
WHAT YOU WILL (BUT NOT ONLY) DO
Responsible for managing and ensuring service level agreements for incoming phone, chat and email volume.
Daily real-time monitoring of queues and skill sets of all sites.
Drive real-time adherence and agent performance to expected capacity against actual performance.
Build and maintain strong relationships with key stakeholders from both our Inhouse Operations and Vendor partners.
Update and send reports related to the performance of all sites.
Work on a daily basis in Roster, Salesforce, Tableau and Google Suite.
Collaborate and assistance with Operations team and together brainstorm improvement ideas for the department.

Our customer success service is open every day of the week all year round between 07:00 - 23:30 Therefore this position includes working in different shifts covering daytime, evenings or weekends. 
YOU ARE
Flexible – Are you able to quickly and effectively adapt to change?
Organized - You are able to prioritize your tasks and daily work in a (very!) high paced pink world!
Relationship building - Probably your heart beats for creating and establishing good relationships with colleagues, after all, we are a team striving to reach the same goals together.
Analytical - Do you like using your analytical and logical thinking skills? Great, these skills will be truly useful in this role!

REQUIRED QUALIFICATIONS
You have at least one year of experience in a customer service environment or other relevant field
You can communicate fluently in swedish and english verbally and in written text
You have relevant experience from resource planning, create daily rapports, follow-ups, statistics and other documentation
You are comfortable working in different CRM systems. Any experience from Salesforce, Tableau or Google Suite will be considered a plus.

Start date: As soon as possible
Our selection process is continuous and the ad may close before the recruitment process is completed, if we’ve moved forward to the screening or interview phase.
Our recruitment process will include the following:
💡 Psychometric tests via Alva Labs - We use science-based methodology.
💻 Digital HR interview - Let’s get to know each other a bit better!
💼 Case interview - Do your magic and meet us face to face.
💌 Reference check - Almost there!
✔️ Background check - Final step before we’ll become colleagues.


BENEFITS
Wellness allowance topped with the opportunity to participate in many work/life balance initiatives at foodora
Employee discount at foodora (woho!) and awesome friday breakfasts!
Occupational pension, incl. premium exemption insurance, accident insurance and life insurance.
Great deals at Benify (for e.g. gym membership, e-bikes hotels, audiobooks, streaming services, clothes, kitchen supplies… and so much more!
Awesome AW’s and (pink) parties!

WHO WE ARE
We’re foodorians, a driven and happy gang of food lovers eager to create the LMD* service of the future! Our core values help concretize what we’re aiming for: We dare, We get it done & We’re equally pink. We’re people from all backgrounds, with different experiences, opinions and ideas. This is something we value highly, since we fully believe that diversity is what builds our culture and success.
Success is fun, but let’s be clear: it cannot happen at the expense of sustainability. Since January 2020 we’re a carbon neutral business and we hope to lead the way for sustainability within our industry - from supplying 100% electrical transportation to promoting more environmentally friendly food choices. Please check out our Instagram, foodorapeople.se, to see what’s going on right now.
*LMD = Last Mile Delivery. That, and many other nerdy abbreviations, is something you’ll learn when you start. ;)