Live Operations Manager Balkans (They/She/He)

If you’re here, it’s because you’re looking for an exciting ride. 

A ride that will fuel up your ambitions to take on a new challenge and stretch yourself beyond your comfort zone. 

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. 

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. 

Together we revolutionise the way people connect with their everyday needs, from delivering essentials to connecting our ecosystem of users through innovative solutions powered by technology. For us, every day is filled with purpose.

What makes our ride unique? 

🤝 Our culture and strong values. 

💪 Our career development philosophy. 

🤝 Our commitment to being a force for good. 

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 Manager to lead the Customer Service operations in the Balkans (Serbia, Bosnia, Croatia & Montenegro). Glovo Customer Service 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 of Customer Service hubs providing service to the Balkans
• Report to Head of South East Europe Region
• Drive efficiency and quality in the hub
• Collect, analyse and report contact-center KPIs (costs, service level, customer service metrics, team happiness etc.)
• Evaluate performance with key metrics (accuracy, waiting time, average waiting time, etc.) and identify and implement improvement initiatives
• Review hub workforce planning ensuring it captures key local priorities
• Ensure a proper training and quality processes in the hubs
• Be the main point of contact of Business and Operations Local Managers with regards customer service in your country
• Create a culture that ensures collaboration and goals achievement
• Empower and Engage the Live Ops Heroes Team
• Act as the Voice of the Customer across the organisation.
• Drive cost efficiency with effective budget planning & manage the relationship with the hub providers .
• Develop objectives for the call center’s day-to-day activities.
• Continually develop improvements and embed successful change projects.
• Drive quality and consistency
• Actively collaborate with your colleagues and learn from each other in a supportive environment that allows you to grow, develop and make a difference

WHAT YOU WILL BRING TO THE RIDE

• At least 4 years of experience in managing large scale operations (200 HC)
• Extensive experience of leading large operational customer service teams
• Strong strategic and customer focus with a clear understanding of performance evaluation and customer service metrics.
• Strong analytical skills with track record of of exceeding targets, KPI’s SLA’s in fast paced environments
• Solid understanding of reporting and budgeting procedures
• Demonstrate ability to motivate and communicate with others at all levels
• Evidence of well-developed leadership skills
• Ability to coach and motivate teams
• Excellent organizational and leadership skills with a problem-solving ability.
• Able to adapt and succeed in a changing environment
• Fluency local language and in English is a must
• An empathetic, inclusive and curious attitude
• Can be based in Serbia, Bosnia or Croatia with frequent travel to each location

Individuals representing diverse profiles, and abilities, encompassing various genders, ethnicities, and backgrounds, are less likely to apply for this role if they do not possess solid experience in 100% of these areas. 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 that lets you own a piece of the action.
• 💪 Top-notch private health insurance to keep you at your peak.
• 🍔 Monthly Glovo credit to satisfy your cravings!
• 💳 Cobee discounts on transportation, food, and even kindergarten expenses.
• 🏊 Discounted gym memberships to keep you energized.
• 🏖️ Extra time off, 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, and office-based nursery.
• 🧠 Online therapy and wellbeing benefits to ensure your mental well-being.

Here at Glovo, we thrive on diversity, we believe it enhances our teams, products, and culture. We know that the best ideas come from a mashup of brilliant diverse minds. This is why we are committed to providing equal opportunities to talent from all backgrounds - all genders, racial/diverse backgrounds, abilities, ages, sexual orientations and all other unique characteristics that make you YOU. We will encourage you to bring your authentic self to work, fostering an inclusive environment where everyone feels heard. 

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

So, ready to take the wheel and make this the ride of your life? 

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