Operations Control Coordinator Supervisor at Glovo

Your Work-life Opportunity

We are looking for a proactive person to join our team in Nairobi, Kenya as The Operations Control Coordinator Supervisor responsible for operational support in the Kenyan market.

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
• Have a data-sensitive approach to decision making
• Give a structured and actionable daily feedback to the ops manager
• Analyze daily and weekly operations metrics with a macro view of the long-term success of the country
• Collect and analyze call-center statistics (costs, service level, customer and courier service metrics, team happiness etc.)
• Hire, coach and provide training to personnel to maintain high customer service standards
• Monitor and improve email management, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)

You Have

• 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 and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient

Experience Our Glovo Life Benefits

• A ticket to the moon sitting on the fastest rocket - an adventure filled with challenges and professional growth
• Enticing Phantom Shares plan
• Flexible working environment
• Social benefits
• An amazing, international and talented team, used to work in a fast paced and vibrant way - currently, we are over 1000 employees from all over the world!

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.