Dispatcher - Cloud Kitchens

About the Company

Talabat is part of Delivery Hero Group, a global leader in local delivery services operating across approximately 65 countries. With headquarters in Berlin, Germany, Delivery Hero is publicly traded on the Frankfurt Stock Exchange and included in the MDAX index since 2017. The company strives to provide a fast, simple, and excellent delivery experience to customers worldwide.

Job Overview

The Cloud Kitchen Dispatch Support Lead is responsible for overseeing timely and efficient dispatching of food orders from the operating brand to the designated riders. This role requires close collaboration with kitchen staff (both talabat and partners), delivery riders, suppliers, service providers, and customer service teams to ensure a smooth dispatch operation.

Key Responsibilities

• Complete operational shift checklists at opening, mid, and closing intervals.
• Ensure continuous functionality of technical systems and internet connectivity during shifts.
• Lead and supervise the dispatch team, providing necessary training and support.
• Efficiently manage order dispatches from partner kitchens to riders.
• Address and resolve issues related to orders or deliveries by coordinating with customers, riders, and the customer service center.
• Ensure partner compliance with food safety regulations and maintain stringent hygiene standards.
• Perform routine food safety inspections and audits following established procedures.
• Maintain accurate and timely communication among customers, riders, and dispatchers.
• Enforce compliance with company policies, industry regulations, and safety protocols throughout dispatch activities.
• Report any problems encountered during shifts to kitchen managers and attempt real-time resolutions.
• Monitor and manage kitchen performance indicators such as FIR (First Incident Rate), AVTC (Average Time to Cook), Vendor Delay, and Vendor Net Fail.
• Ensure all kitchen visitors complete required questionnaires and health declarations before entry.

Qualifications and Requirements

• Minimum High School diploma.
• At least 2 years of experience in dispatch operations or logistics.
• Proficiency in basic computer applications.
• Competence in data gathering and analysis.
• Willingness to work flexible shifts, including nights, weekends, and holidays.
• Preferred: prior experience working within cloud kitchen operations.