Operational Control Center Supervisor

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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:

As a Supervisor for the OCC team you will be responsible for leading a group of Operations Control Coordinator employees. You will take care of a performance evaluation, establish performance parameters and personal targets. As a part of the evaluation, you should monitor staff’s performance and coach them for any improvements.  

Be a part of a team where you will:

  • Develop objectives for the operations control center day-to-day activities.
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.).
  • Understand the regulatory and compliance environment in which they are operating, particularly in relation to the relationship with glovers and agency staff.
  • Be responsible for implementing processes and optimizing strategies involving the real-time fleet capacity
  • Recommend and implement process improvements (on-line monitoring dashboard, online daily tasks, internal database for agents, reward system for agents) 
  • Setup new processes and updates in Dashboard, Admin, Tools ( Kustomer and Slack)
  • Have a data-sensitive approach to decision making
  • Give a structured and actionable daily feedback to the Head of Ops
  • Maintain Communication between shifts and departments (Sales, Account Management, Operations Team) to implement best practices, resolve problems, and sustain consistent performance to objectives
  • Analyze daily and weekly operations metrics with a macro view of the long-term success of the country
  • Collect and analyze Real-time operations  statistics (costs, service level, customer and courier service metrics, team happiness etc.)
  • Hire, coach and provide training to Operational Control Centre Coordinators and agents to maintain high customer service standards
  • Evaluate performance with key metrics

You have:

  • 2+ years of relevant leadership experience 
  • Proven experience as call center manager or similar position
  • Experience in customer service is required
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting and budgeting procedures
  • Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
  • Proficient in MS Office, G-docs and call center equipment/software programs
  • Outstanding communication in English and Local Language
  • Interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Positive and patient

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!)
  • Cool perks such as fresh fruit and healthy snacks every day, Culture Days every 2 months!
  • 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 14 countries across Europe, Africa, and Asia.
For additional information on Glovo, please visit https://about.glovoapp.com/