Live Operations Manager at Glovo

YOUR MISSION

• We are looking for a Manager to lead the Customer Service operations in Ukraine. 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.

THE JOURNEY

• Be responsible for the effective operation of Customer Service hubs providing service to Kenia, Uganda, Ghana, Nigeria.
• Report to Regional Manager; and doted to General Manager
• Directly manage the local internal team (trainers, quality managers, supervisors...);
• Drive efficiency and quality in the hubs;
• Collect, analyze 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 organization;
• 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;
• Actively collaborate with your colleagues and learn from each other in a supportive environment that allows you to grow, develop and make a difference.

What You Will Bring To The Ride

• 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