- Responsible for improving chat quality and solving cleaners issues.
- Track fulfillment rate by reducing availability issues.
- Improving the onboarding process.
- Train and coach newcomers, and provide the required training sessions for existing cleaners frequently.
- Evaluate the service provider’s performance and quality ratio.
- Supply, Technician Retention & Availability
- Track Performance Management on a weekly basis to improve quality.
- Manage overall Onboarding quality and dates. Fill out the calendar; adjust accordingly with reasons thereof.
- Monitor the quality of supply constantly to ensure a high-quality customer experience.
- Communication with Workers on Fresh Chat.
- Monitor Supply performance to ensure they are performing to a high standard and accountability for performance is known.
- Set up and track KPIs.
- Manage relationships with external parties.
- Create relations with community groups and others.
- Check assigned Freshdesk tickets & schedule any follow-ups for the rest of the week.
- Create a weekly/monthly report showing work progress.
- Manage supply team's daily operations.
Previous experience as a Supply Growth Lead or in a similar fieldExcellent knowledge of supply processesStrong communication skillsExcellent organizational and project management skillsAttention to detailCreative problem-solvingA strategic and analytical mind