Live Operations Manager

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over 3 years old

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About Glovo:

We’re a Barcelona-based startup and the fastest-growing delivery player in Europe, Hispanic America and Africa. With food at the core of the business, Glovo delivers any product within your city at any time of day.
 
Our vision and ambition are not only to make everything immediately available in your city but it is also to offer our employees the job of their lives. A job where you'll be challenged and have the most fun working in through tech-enabled experiences.

Your work-life opportunity:

We are looking for a Manager to lead the Customer Service operations in Georgia. Glovo Customer Service helps Clients, Glovers and Partners through different channels (chat, email and phone) to solve their issues and to ensure they have an excellent experience with Glovo.

Be a part of a team where you will:

  • Be responsible for the effective operation of Customer Service hubs providing service to Georgia 
  • Report to EMEA Regional Manager
  • Directly manage the local internal team (trainers, quality managers, supervisors...)
  • Drive efficiency and quality in the hubs
  • Collect, analyse and report contact-center KPIs (costs, service level, customer service metrics, team happiness etc.)
  • Evaluate performance with key metrics (accuracy, waiting time, average waiting time, etc.) and identify and implement improvement initiatives
  • Review hub workforce planning ensuring it captures key local priorities
  • Ensure a proper training and quality processes in the hubs
  • Be the main point of contact of Business and Operations Local Managers with regards customer service in your country
  • Create a culture that ensures collaboration and goals achievement
  • Empower and Engage the Live Ops Heroes Team 
  • Act as the Voice of the Customer across the organisation.
  • Drive cost efficiency with effective budget planning & manage the relationship with the hub providers .
  • Develop objectives for the call center’s day-to-day activities.
  • Continually develop improvements and embed successful change projects.
  • Drive quality and consistency

You have:

  • Extensive experience of leading large operational customer service teams
  • Strong strategic and customer focus with a clear understanding of performance evaluation and customer service metrics.
  • Strong analytical skills with track record of of exceeding targets, KPI’s SLA’s in fast paced environments
  • Solid understanding of reporting and budgeting procedures
  • Demonstrate ability to motivate and communicate with others at all levels
  • Evidence of well-developed leadership skills
  • Ability to coach and motivate teams 
  • Excellent organisational and leadership skills with a problem-solving ability.
  • Able to adapt and succeed in a changing environment
  • Fluency in English is a must

Experience our Glovo Life benefits:

  • Enticing Phantom Shares plan
  • Comprehensive Private Health Insurance
  • Free monthly Glovo credits to spend on our restaurant products (and zero Glovo delivery fee on all Glovo orders!
  • Flexible working environment

What you’ll find when working at Glovo:

  • Gas: We work hard with energy and passion for what we do.
  • Care: We act in the best interest of a sustainable future.
  • Good vibes: We always see the positive side in every situation and act with fairness and honesty with everyone.
  • Stay Humble: We embrace mistakes and feedback to learn from them.
  • Glownership: We roll up our sleeves and get work done no matter our position and level.
If you believe you match these values, we look forward to meeting you!
 
At Glovo we believe that diversity adds incredible value to our teams, our products, and our culture. We know that the best ideas and solutions come by bringing together people from all over the world and by fostering a culture of inclusion where everyone feels heard and has the chance to make a real impact. It's because of this that we are committed to providing equal opportunities to talent from all backgrounds.
 
Wanna take a peek into what it's like to work at Glovo? Follow us on Instagram and like us on Facebook!

Glovo is transforming the way consumers access local goods, enabling anyone to get almost any product delivered in minutes. Our on-demand logistics connect customers with independent local couriers who acquire goods from any restaurant or store in a city, as well as deliver urgent packages for a variable fee. As of 2020, we’re currently present in more than 22 countries across Europe, Latin America, Africa, and Asia.
For additional information on Glovo, please visit https://about.glovoapp.com/