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Live Operations Manager
3 meses atrás
About Glovo:
We're a Barcelona-based startup and the fastest-growing delivery player in Europe, Africa, and Western Asia.
With food at the core of the business, Glovo delivers any product within your city at any time of day.
At Glovo, you'll have the job of your life while working together towards our shared vision to give everyone easy access to anything in their city.
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.Your work-life opportunity:
Be a part of a team where you will:
- Be responsible for the effective operation and results of Customer Service hubs providing service to Portugal, one of the biggest Glovo countries with +200 HC agents.
- Report to Portugal Live Operations Manager
- Directly manage the hub team (trainers, quality managers, supervisors...)
- Drive satisfaction, efficiency and quality in the hubs
- Collect, analyze and act to drive KPIs (Service Levels, Quality, Satisfaction, Costs, service level, customer service metrics) of large operations
- Evaluate performance with key metrics (accuracy, waiting time, average waiting time, etc.) and identify and implement improvement initiatives on large scale operations
- Review hub workforce planning ensuring it captures key local priorities
- Ensure full alignment at agent level with training and quality processes
- 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 agents, our Live Ops Heroes Team
- Act as the Voice of the Customer across the organization.
- Drive cost efficiency with effective budget planning & manage the relationship with the hub providers.
- Translate Masterplan targets in daily objectives for the call center's daytoday activities.
- Continually develop improvements and embed successful change projects.
You have:
- Extensive experience (+2years) of leading large operational customer service teams (>200 HC)
- Strong strategic and customer focus with a clear understanding of performance evaluation and customer service metrics.
- Strong analytical and numerical skills with track record of of exceeding targets, KPI's SLA's in fast paced environments
- Understanding of reporting and budgeting procedures
- Demonstrate ability to motivate and communicate with others at all levels
- Evidence of welldeveloped Vendor management skills
- Ability to coach, motivate and drive team performance
- Excellent organizational and leadership skills with a problemsolving ability.
- Able to adapt and succeed in a changing environment
- Fluency in Portuguese and English is a must
- An empathetic, inclusive and curious attitude
Experience our Glovo Life benefits:
- Enticing equity plan (if applicable)
- Private health insurance
- Monthly Glovo credit to spend on our restaurant products and zero delivery fee on all Glovo orders
- Discounted gym memberships
- Flexible time off (take the time you need) and hybrid working model (2 days / week with possibility of working from home)
- Enhanced parental leave including nursery support
- Online therapy and wellbeing benefit
Experience our Glovo Life benefits:
- Enticing equity plan (if applicable)
- Topnotch private health insurance
- Monthly Glovo credit to spend on our restaurant products and zero delivery fee on all Glovo orders
- Discounted gym memberships
- Flexible time off (take the time you need) and hybrid working model (own your time)
- Enhanced parental leave including nursery support
- Online therapy and wellbeing benefit
- External learning budget
What you'll find when working at Glovo:
- Gas: Driven to deliver quality results quickly
- Good Vibes: Bring positivity and communicate openly
- Stay Humble: Selfaware and open to learning
- Care: Uplift people and the planet
- Glownership: Act as proud owners
- High Bar: Focus on Top Performance
Wanna take a peek into what it's like to work at Glovo? Follow us on Instagram and like us on Facebook
