Senior Team Lead

As a Senior Team Lead at Wolt, you will oversee shift leads and ensure effective team integration while monitoring the quality of customer service. This role involves training new staff, developing work plans with the group manager, and addressing any knowledge gaps through feedback and training. You’ll actively work on achieving the group’s KPIs to ensure success.

To qualify for the Senior Team Lead position at Wolt, candidates should have at least two years of experience managing teams of 10 or more, preferably within call center management or operations. Prior leadership experience is crucial, along with a willingness to work different shifts and a full-time commitment.

The work hours for a Senior Team Lead at Wolt are Sunday to Thursday from 09:00 to 18:00, with additional responsibilities during QA evening shifts that occur twice a month, generally from 16:00 to 00:00. There is a hybrid work model, which includes one mandatory in-office day, specifically on Mondays.

Wolt offers various opportunities for professional growth and development for its Senior Team Leads, including ongoing training and a collaborative team culture. You will have the chance to develop your leadership qualities while actively contributing to the success of your team and the company.

At Wolt, the culture is dynamic and fast-paced, fostering collaboration and support among team members. As a Senior Team Lead, you will not only lead your team but also be an integral part of a community that prioritizes growth, learning, and a positive work environment.

A strong answer would involve discussing your approach to leadership, including how you guide your team, handle conflicts, and motivate your members. It's essential to showcase a balance of support and accountability while aligning your style with Wolt's core values.

Discuss specific methods you employ to track performance, such as setting KPIs, conducting regular feedback sessions, and establishing clear communication. Mention how you personalize feedback to enhance team members’ skills and confidence.

Explain your process for creating an inclusive onboarding experience that focuses on both technical training and cultural integration. Share examples of how you address various learning styles and make the onboarding process engaging.

Outline your background in managing call center teams or similar operations, highlighting any metrics you improved or challenges you overcame. Be specific about how this experience makes you an ideal fit for the Senior Team Lead position at Wolt.

Detail your approach to addressing performance issues, such as having one-on-one meetings, providing constructive feedback, and creating action plans to facilitate improvement. Illustrate your commitment to supporting team members through difficult situations.

Focus on a specific project where your leadership made an impact. Discuss the goals, your role, the challenges faced, and the successful outcomes. This illustrates your ability to drive results and collaborate effectively.

Convey your insights on the importance of setting clear expectations, fostering strong communication, and continuously reviewing performance metrics. Share examples of how you motivated your team to reach and exceed targets.

Discuss your techniques for maintaining composure and focus, such as prioritization, time management, and accessing available resources for personal well-being. Show how these methods can positively influence your team's morale.

Articulate your passion for leadership and helping others succeed. Share personal experiences or specific attributes of Wolt’s mission that resonate with you and drive your commitment to the Senior Team Lead role.

Explain your strategies for fostering open communication, such as regular meetings, anonymous feedback tools, and promoting a culture of inclusivity. Illustrate how this leads to a stronger, more cohesive team.