Jobs at Glovo

YOUR MISSION

• We are looking for a Manager to lead the Customer Service operations in SSA Sub-Saharan Africa. 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

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YOUR MISSION
Impact

• Quality Coordinator contributes to the success of the organization as a whole through Profitability (Managing Costs) and CX (Customer Satisfaction) control.
• Processes Optimization: ensuring the effective execution and enhancement of the cost affecting processes.
• KPIs: CPO (Cost per Order), Compensation CPO, CR, Process Adherence, CRC (Contact Resolution Center Adherence), Agent Compliance.
• Team Efficiency control: ensuring the delivery of the QA Ops related KPIs by maintaining the team performance health.
• KPIs: CPO, Attrition, Absenteeism, Forecast Adherence.
• Customer Experience: ensuring the company objectives are developed accordingly to the best practices and needs of the market to increase the loyalty of the end user.
• KPIs: CSAT, GSAT, PSAT, -SAT Retention Gap, NC, RC, QA Score, Soft Skills.,

Scope

• Maintain regular communication with BPOs (Business Process Outsourcers) to facilitate the launch of global projects, manage individual projects, and advocate for adherence to rules favorable to Glovo, negotiating conditions beyond the contractual agreement.
• Develop and implement quality control processes, procedures, and policies to ensure that products or services meet or exceed customer expectations.
• Monitor and analyze data related to quality control processes, identifying trends, and making recommendations for improvement.
• Lead and manage a team of quality control personnel, providing guidance, coaching, and support as needed.
• Communicate with other teams, departments, and stakeholders to ensure that quality control processes are aligned with business objectives.
• Ensure accountability of BPOs (Business Process Outsourcers) and other teams for actions impacting operations.
• Exercise control and oversight over the provider's execution.
• Conducting quality training sessions and workshops if required.
• Organize, analyze, and present data based on audits and other key performance indicators (KPIs).
• Demonstrate an understanding of the business, the underlying KPIs, and the operational processes.

THE JOURNEY

• Generate and deliver reports on a requested basis using BI tools (f.i. Looker), Google sheets, etc.
• Setting up QA platforms.
• Implementing quality improvement strategies
• Documenting various quality control policies.
• Participation in setting the organization’s goals.
• Examining raw materials and finding defects in them, if any.
• Suggesting improvements in the materials.
• Monitoring all the product processors and procedures.
• Providing training and workshops on the new guidelines, scorecards, platforms, etc.
• Conduct the weekly meetings with the QA teams and Ops teams within the different levels (local, global, external)
• Building the business cases for the processes' optimization, KPIs and targets changes, reports enhancements.
• Perform spot checks to ensure Glovo's processes and expectations are correctly calibrated with external providers.
• Prompting the machine learning platforms to ensure the localization of the service.
• Controlling Performance Improvement Plans and controlling the support of the teams involved in pre-/post-actions such as WFM.

What You Will Bring To The Ride

• Proven track record as an Operations, Quality Assurance, or Training Manager, with a minimum of 3 years of relevant experience, particularly within the BPO sector, CX or Product sector.
• Extensive expertise in Google Workspace applications, including advanced proficiency in Sheets (and/or Excel), for efficient data management and analytics.
• Demonstrated ability to influence and lead, facilitating effective collaboration within cross-market, regional, and team-based project launches.
• Experience in successfully managing and leading in-house teams is advantageous but not mandatory.
• Adept at orchestrating and executing projects that span across markets, regions, and teams, showcasing a commitment to achieving operational excellence.
• Proven capability to translate client expectations into measurable quality standards, with a focus on delivering impactful outcomes in dynamic BPO environments.
• Demonstrate the ability to pay close attention to detail.
• Excellent problem-solving abilities and decision-making skills.