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

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 25 countries. 

We have a vision: To give everyone easy access to anything in their cities.

And this is where your ride starts…

YOUR MISSION

We are looking for a Live Operations Lead to lead the Customer Service Operations in Kenya, Nigeria, Uganda. 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 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

Even if it seems you don't meet our musts don't let it stop you, we are all about finding the best talent out there! Skills can be learned, and embracing diversity is invaluable.

We believe driven talent deserves:

• 🌟 An enticing equity plan *if applicable 
• 💪 Top-notch private health insurance to keep you at your peak.
• 🍔 Monthly Glovo meal benefits so you can test new features in our beta app (and to satisfy your cravings!) 
• 💳 Discounts on transportation, food, and even kindergarten expenses or office-based nursery.
• 🏊 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. .
• 👪 Enhanced parental leave (*if applicable) 
• 🧠 Online therapy and wellbeing benefits 

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. 

At Glovo, we truly value diversity for the positive impact it brings to our teams, products, and culture. We're dedicated to providing equal opportunities for talent from all backgrounds. 

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

Delve into our culture by taking a peek at our Instagram and check out our Linkedin and website!