Live Operations Lead - Customer Service at Glovo

Your Work-life Opportunity

We are looking for a Live Operations Lead to lead the Customer Service operations in Kenya and other markets in the region. 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 Kenya and 2 other markets in the region.
• Report to Live Operations 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
• An empathetic, inclusive and curious attitude

We are always looking for the best candidates, so if you think you would be a good fit even if you don't meet 100% of the requirements we would love to hear from you!

Experience Our Glovo Life Benefits

• Enticing equity plan (if applicable)
• Top-notch 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: Self-aware and open to learning
• Care: Uplift people and the planet
• Glownership: Act as proud owners
• High Bar: Focus on Top Performance

If you believe you match these values, we look forward to meeting you!

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.