YOUR MISSION

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.

THE JOURNEY

• 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.

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 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