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