Lead I Live Operations Sub-Saharan Africa (They/She/He) at Glovo

THE JOURNEY

• Be responsible for the effective operation and results of Customer Service hubs providing service to Kenya, Nigeria, Uganda
• Report to Sub-Saharan 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