Customer Service Team Leader

1 settimana fa

Milano, Lombardia, Italia Glovo A tempo pieno

If you're ready for an adrenaline-pumping journey,

A ride that will ignite your aspirations to tackle a fresh challenge and push yourself out of your safe zone.

We offer a unique culture built on talent, aiming to magnify the impact on millions of individuals, moving forward together.

A different breed of app. We are the rapidly expanding multi-category app uniting millions of users with businesses, couriers, providing on-demand services from over 170,000 local restaurants, grocers, supermarkets, and retail stores, operating in 1500+ cities across 25 countries.

Together, we transform how people fulfill their everyday needs, from delivering essentials to strengthening our user network through tech-driven innovative solutions. Every day for us is purpose-driven.

What sets our journey apart?

Our culture and core values.

  • We foster an "office-first" culture, prioritizing collaboration in all our endeavors
  • We embrace a unique personality and feedback culture. We see challenging conversations as opportunities for growth
  • We work intensively and enjoy the ride. We celebrate victories frequently
  • We champion diversity in all forms, promoting an inclusive environment where everyone can be themselves

Our approach to career development.

  • We are assembling top-performing teams and leaders. We invest in individuals who raise the bar and empower others to reach their full potential
  • We take charge of our career growth. We believe in creating our dream job instead of following a linear path
  • We seize opportunities to make a broader impact beyond our immediate responsibilities

Our dedication to being a force for good.

  • Our platform is pivotal for millions of people (customers, partners, couriers), and we are committed to enhancing our positive influence
  • We actively engage in social and environmental initiatives, investing time and resources for good causes
  • We aim to be exemplary DIB role models within the tech industry, establishing environments and systems that promote equality, eliminate biases, and empower our communities

We envision providing everyone easy access to everything in their cities, and this is where your journey commences.

YOUR OBJECTIVE

We seek a Live Operations Lead to oversee Customer Service Operations in Italy. Glovo Live Operations supports Clients, Glovers, and Partners through various communication channels (chat, email, phone) to resolve issues and ensure a stellar Glovo experience.

THE ROLE

  • Ensure effective operation and outcomes of Customer Service hubs serving Italy, one of Glovo's largest markets with +200 HC agents
  • Monthly travel required to Romania and Albania
  • Report to Italy Live Operations Manager
  • Directly manage the hub team (trainers, quality managers, supervisors, etc.)
  • Enhance satisfaction, efficiency, and quality in the hubs
  • Analyze KPIs (Service Levels, Quality, Customer Satisfaction, Costs) and implement improvement strategies for large-scale operations
  • Optimize hub workforce planning to address local priorities
  • Ensure alignment at agent level with training and quality protocols
  • Act as the primary contact for Business and Operations Local Managers concerning customer service in Italy
  • Foster a culture focused on collaboration and goal attainment
  • Motivate and engage the Live Ops team
  • Represent the Voice of the Customer within the organization
  • Manage costs efficiently through effective budget planning and vendor relationships
  • Translate Masterplan objectives into daily activities for the call center
  • Continuously initiate enhancements and implement successful change initiatives

WHAT YOU BRING TO THE TEAM

  • Over 2 years of experience leading sizable operational customer service teams (>200 HC agents)
  • Strong strategic and customer-centric approach with a solid grasp of performance evaluation and service metrics
  • Excellent analytical and numerical skills, with a track record of surpassing targets and SLAs in dynamic environments
  • Proficiency in reporting and budgeting processes
  • Proven ability to inspire, communicate, and drive performance across all levels
  • Demonstrated vendor management expertise
  • Capability to coach, motivate, and enhance team performance
  • Outstanding organizational and leadership skills with problem-solving capabilities
  • Adaptability and success in evolving environments
  • Must be fluent in Italian and English
  • An empathetic, inclusive, and inquisitive mindset

Applicants with diverse backgrounds encompassing different ethnicities, genders, and experiences may hesitate to apply if they do not meet all requirements. Even if you believe you fall short in some areas, do not hesitate to apply; we are dedicated to discovering top talent. Skills can be acquired, and embracing diversity is priceless.

We believe dedicated talent deserves:

  • A compelling equity plan offering ownership stake
  • Comprehensive private health insurance for peak performance
  • Monthly Glovo credit for your indulgences
  • Discounted gym memberships to keep you energized
  • Additional time off, flexibility to work remotely two days a week, and the option for remote work up to three weeks annually
  • Enhanced parental leave and nursery benefits
  • Online therapy and well-being perks to nurture your mental health

At Glovo, we thrive on diversity, believing it enriches our teams, products, and culture. We understand that ingenious ideas stem from a fusion of brilliant and diverse minds. Hence, we are devoted to providing equal opportunities to talents from all backgrounds - various genders, ethnicities, abilities, ages, sexual orientations, and all distinctive traits that define you. We encourage you to bring your authentic self to work, fostering inclusivity where everyone's voice is heard.

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

Ready to seize the opportunity and embark on the adventure of your life?

Explore our culture by taking a glimpse at our website and reviewing our platform.

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