Glovo
Glovo
« Glovo delivers any product within your city at any time of day »
Introduction
We are looking for a Live Operations Lead to lead the Customer Service Operations in Morocco, Tunisia and Ivory Coast. Glovo Live Operations 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.
Your Role
-Be responsible for the effective operation and results of Customer Service hubs providing service to Morocco, Tunisia and Ivory Coast. -Report to North Africa 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 countries -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 day-to-day activities -Continually develop improvements and embed successful change projects.
Your Qualifications
-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 well-developed Vendor management skills -Ability to coach, motivate and drive team performance -Excellent organizational and leadership skills with a problem-solving ability. -Able to adapt and succeed in a changing environment -Fluency in French and English is a must -An empathetic, inclusive and curious attitude -Even if it seems you don't meet our musts don't let it stop you, we are all about finding the best talent out there! Skills can be learned, and embracing diversity is invaluable.
Benefits
🌟 An enticing equity plan *if applicable 💪 Top-notch private health insurance to keep you at your peak. 🍔 Monthly Glovo meal benefits so you can test new features in our beta app (and to satisfy your cravings!) 💳 Discounts on transportation, food, and even kindergarten expenses or office-based nursery. 🏊 Discounted gym memberships to keep you energized. 🏖️ The freedom to work from home two days a week, and the opportunity to work from anywhere for up to three weeks a year. . 👪 Enhanced parental leave (*if applicable) 🧠 Online therapy and wellbeing benefits
We’re a Barcelona-based startup and the fastest-growing delivery player in Europe, Africa, and Western Asia. Glovo delivers any product within your city at any time of day. This includes: - COURIER: Send something from one place to another. The parcel is collected and delivered wherever you want. - FOOD : You can order your favourite food from the restaurants you love. If something exists in your city, you can count on us to get it. - PARA-PHARMA & BEAUTY: Get anything you need from the closest drugstore in case you’re having an emergency or if you’ve forgotten to buy shampoo ! - SUPERMARKET: Save time and order groceries online in your favourite supermarket: we’ll get it to your doorstep. - SHOPS: You will find in Glovo the largest shopping center: health products, toys, beauty, fashion, flowers, electronics, sports, etc - ANYTHING: The true essence of our business: order anything you wish as long as it fits in a courier’s bag. Make sure you describe it well!