Vendor Operations Team Lead (Norwegian Speaker)

About the role

Delivery Hero is looking for a dynamic, results-driven Team Lead to oversee a team of 10+ Onboarding Agents in Budapest. The role covers the end-to-end onboarding, incubation and re-engagement of Restaurant and Shop partners, balancing people leadership, operational excellence and stakeholder management.

Key responsibilities

• People leadership: lead and mentor a team of 10+ agents, run daily huddles, 1-on-1 coaching and performance reviews (including probation evaluations), act as first point of contact for agents, and handle misconduct cases and performance improvement plans
• Team administration: oversee scheduling, leave approvals and overtime planning, and track performance data
• Partner success: manage the partner journey from onboarding through incubation and re-engagement, monitor case queues, and improve processes with local teams
• Maintain SOPs and reference sheets, collect agent feedback on technical issues and work with product and tech teams on fixes
• Reporting: track KPI trends, build daily/weekly/monthly dashboards for leadership, and prepare for country performance review calls
• Collaborate with country teams and departments, support change initiatives and pilot projects

Required profile

• At least a High School / Diploma certificate
• 2-3 years of experience in a contact center, including at least 1 year as a senior agent, assistant manager or team supervisor
• Fluent English and Norwegian (speaking, reading and writing)
• Strong analytical skills, fast learner, excellent communication and interpersonal skills

Required skills

• Intermediate knowledge of Google Suite or Microsoft tools
• Intermediate knowledge of CRM tools

What we offer

• Modern dog-friendly office in Budapest's Mill Park
• Life, accident and health insurance (MetLife), SZÉP card and Medicare health package
• foodora PRO and vouchers, mental health support and office massages
• In-house English lessons and LinkedIn Learning access
• Extra days off, social impact charity involvement and all tools provided