Lead I, Live Operations - Romania

If you’re here, it’s because you’re looking for an exciting ride. 

A ride that will fuel up your ambitions to take on a new challenge and stretch yourself beyond your comfort zone. 

We’ll deliver a non-vanilla culture built on talent, where we work to amplify the impact on millions of people, paving the way forward together. 

Not your usual app. We are the fastest-growing multi-category app connecting millions of users with businesses, and couriers, offering on-demand services from more than 170,000 local restaurants, grocers and supermarkets, and high street retail stores. We operate in more than 1500 cities across 23 countries. 

Together we revolutionise the way people connect with their everyday needs, from delivering essentials to connecting our ecosystem of users through innovative solutions powered by technology. For us, every day is filled with purpose.

What makes our ride unique? 

Our culture and strong values. 

Our career development philosophy. 

Our commitment to being a force for good. 

We have a vision: Building the largest marketplace in your city, to give access to anything in minutes. And this is where your ride starts.

YOUR MISSION

We are looking for a Live Operations Lead to lead the Customer Service Operations in Balkans. 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.

THE JOURNEY

• Be responsible for the effective operation and results of Customer Service hubs providing service to Balkans, one of the biggest Glovo countries with +200 HC agents.
• Report to Balkans 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 country
• 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.
  
  

WHAT YOU WILL BRING TO THE RIDE

• 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 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.
• Proven Project manager skills allowing to turn the idea into plan and make it happen
• Able to adapt and succeed in a changing environment
• Flue