Live Operations Manager

1 dzień temu

Warszawa, Mazovia, Polska Glovo Pełny etat
About the Role

We are seeking a highly skilled and experienced Live Operations Manager to join our team in Poland. As a key member of our Customer Service team, you will be responsible for the effective operation of our Customer Service hubs, providing exceptional service to our customers.

Key Responsibilities
  • 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 LiveOps 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
Requirements
  • +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 track record 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, including the ability to coach and mentor team members, with empathy and curiosity
  • Fluency Polish and in English is a must
What We Offer
  • 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.
About Us

We are Glovo, a fast-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 25 countries. Our mission is to give everyone easy access to anything in their cities.

We believe that diversity is invaluable and we are committed to providing equal opportunities to talent from all backgrounds. We encourage you to bring your authentic self to work, fostering an inclusive environment where everyone feels heard.

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