Lead II Delivery Service Pakistan

• Act as the main operational point of contact for our BPO partner ensuring alignment with Glovos standards processes and performance targets.

• Obsess over day-to-day performance of the operation tracking KPIs such as Satisfaction Scores (SAT) first contact resolution (FCR) average handling times (AHT) productivity and quality scores and acting on deviations swiftly.

• Collaborate closely with BPO Management and team leads on-site to maintain high service quality supporting proper onboarding training adherence and workforce management.

• Conduct regular operational reviews with your BPO counterparts identifying root causes of performance gaps and driving corrective action plans to resolution.

• Partner cross-functionally with WFM Quality Training and other Glovo HQ teams to roll out initiatives tooling updates and process changes at your hub.

• Escalate and manage critical incidents or service disruptions coordinating a rapid response across internal and external stakeholders.

• Serve as the knowledge owner for your markets operational nuances translating BPO data and contact context into actionable insights for Glovo to improve its service to customers riders and vendors.

• Champion a culture of continuous improvement at your hub by identifying process inefficiencies and proposing data-backed solutions.

Qualifications :

• Bachelors degree in Business Operations or related fields.

• 3-5 years of experience in customer service operations BPO management or a similar operational role. Experience in tech marketplace or high-growth / scale-up environments is a plus.

• Hands-on experience working within or alongside BPO/outsourced environments ideally in a vendor-facing or on-site capacity.

• Strong analytical skills. You are comfortable working with operational dashboards and data to identify trends and drive improvements.

• Excellent communication and stakeholder management skills; able to work effectively with both external BPO partners and internal Glovo teams.

• Proven ability to operate autonomously manage competing priorities and execute with speed in a high-volume fast-changing environment.

• Fluency in English and Romanian is required.

• Based on-site at the assigned hub location with frequent travel to HQ (Barcelona) and the other SEE hubs.

Remote Work :

No

Employment Type :

Full-time

Experience: years
Vacancy: 1