Live Operations Manager

4 tygodni temu

Warszawa, Mazovia, Polska Glovo Pełny etat

Are you ready to take on a new challenge and make a real impact at Glovo?

We're looking for a talented Live Operations Manager to join our team in Poland. As a key member of our Customer Service team, you'll be responsible for the effective operation of our Customer Service hubs, providing exceptional service to our customers.

Key responsibilities include:

  • Driving efficiency and quality in the hubs
  • Collecting, analyzing, and reporting contact-center KPIs (costs, service level, customer service metrics, team happiness, etc.)
  • Evaluating performance with key metrics (accuracy, waiting time, average waiting time, etc.) and identifying and implementing improvement initiatives
  • Reviewing hub workforce planning to ensure it captures key local priorities
  • Ensuring proper training and quality processes in the hubs
  • Being the main point of contact for Business and Operations Local Managers with regards customer service in your country
  • Creating a culture that ensures collaboration and goals achievement
  • Empowering and engaging the LiveOps Heroes Team
  • Acting as the Voice of the Customer across the organization
  • Driving cost efficiency with effective budget planning and managing the relationship with the hub providers
  • Developing objectives for the call center's day-to-day activities
  • Continually developing improvements and embedding successful change projects
  • Driving quality and consistency
  • Actively collaborating with your colleagues and learning from each other in a supportive environment that allows you to grow, develop, and make a difference

What you'll bring to the role:

  • +4 years of experience in managing large-scale operations (200 HC)
  • 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 a track record of exceeding targets, KPIs, SLAs in fast-paced environments
  • Solid understanding of reporting and budgeting procedures
  • Demonstrated ability to motivate and communicate with others at all levels
  • Evidence of well-developed leadership skills, including the ability to coach and mentor team members, with empathy and curiosity
  • Fluency in Polish and English is a must

We believe driven talent deserves:

  • An enticing equity plan that lets you own a piece of the action
  • Top-notch private health insurance to keep you at your peak
  • Monthly Glovo meal benefit to satisfy your cravings
  • 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 and personal days off
  • Enhanced parental leave
  • Online therapy and wellbeing benefits to ensure your mental well-being

We're committed to providing equal opportunities to talent from all backgrounds - all genders, racial/diverse backgrounds, abilities, ages, sexual orientations, and all other unique characteristics that make you YOU. We will encourage you to bring your authentic self to work, fostering an inclusive environment where everyone feels heard.

Feel free to note your pronouns in your application (e.g., she/her/hers, he/him/his, they/them/theirs, etc).

So, ready to take the wheel and make this the ride of your life?

Delve into our culture by taking a peek at our and check out our and

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