Customer Support Operations Supervisor

1 settimana fa

Milano, Lombardia, Italia Glovo A tempo pieno

Are you prepared for an exhilarating adventure?

Join us on a journey that will inspire you to embrace new challenges and step beyond your comfort zone.

We cultivate a distinctive culture centered on talent, aiming to amplify our impact on countless individuals as we progress together.

A unique kind of application. We are a swiftly growing multi-category platform connecting millions of users with businesses and couriers, offering on-demand services from over 170,000 local eateries, grocery stores, supermarkets, and retail outlets, operating in over 1500 cities across 25 nations.

Together, we revolutionize how individuals meet their daily needs, from delivering essentials to enhancing our user community through innovative, technology-driven solutions. Each day is driven by purpose.

What distinguishes our journey?

Our culture and core principles.

  • We promote an "office-first" ethos, emphasizing collaboration in all our efforts.
  • We embrace a distinctive personality and feedback culture, viewing challenging discussions as growth opportunities.
  • We work diligently and enjoy the journey, celebrating our successes frequently.
  • We advocate for diversity in all its forms, fostering an inclusive atmosphere where everyone can express their true selves.

Our commitment to career advancement.

  • We are assembling high-performing teams and leaders, investing in individuals who elevate standards and empower others to achieve their fullest potential.
  • We take ownership of our career progression, believing in crafting our ideal roles rather than adhering to a linear trajectory.
  • We seize opportunities to create a broader impact beyond our immediate duties.

Our dedication to being a force for good.

  • Our platform is crucial for millions (customers, partners, couriers), and we are devoted to enhancing our positive influence.
  • We actively participate in social and environmental initiatives, dedicating time and resources to noble causes.
  • We aspire to be exemplary role models in diversity, inclusion, and belonging within the tech sector, establishing environments and systems that promote equality, eliminate biases, and empower our communities.

We envision providing everyone with seamless access to everything in their cities, and this is where your journey begins.

YOUR MISSION

We are looking for a Live Operations Lead to manage Customer Service Operations in Italy. Our Live Operations team supports clients, couriers, and partners through various communication channels (chat, email, phone) to resolve issues and ensure an exceptional experience.

THE POSITION

  • Oversee the effective functioning and outcomes of Customer Service hubs serving Italy, one of our largest markets with over 200 agents.
  • Monthly travel may be required.
  • Report to the Live Operations Manager.
  • Directly manage the hub team (trainers, quality managers, supervisors, etc.).
  • Enhance satisfaction, efficiency, and quality within the hubs.
  • Analyze key performance indicators (Service Levels, Quality, Customer Satisfaction, Costs) and implement improvement strategies for large-scale operations.
  • Optimize workforce planning to address local priorities.
  • Ensure alignment at the agent level with training and quality protocols.
  • Act as the primary contact for local managers regarding customer service.
  • Foster a culture focused on collaboration and achieving goals.
  • Motivate and engage the Live Operations team.
  • Represent the Voice of the Customer within the organization.
  • Manage costs effectively through budget planning and vendor relationships.
  • Translate strategic 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 substantial operational customer service teams (over 200 agents).
  • Strong strategic and customer-focused approach with a solid understanding of performance evaluation and service metrics.
  • Excellent analytical and numerical skills, with a proven track record of exceeding targets and service level agreements in dynamic environments.
  • Proficiency in reporting and budgeting processes.
  • Demonstrated ability to inspire, communicate, and drive performance across all levels.
  • Vendor management expertise.
  • Ability to coach, motivate, and enhance team performance.
  • Outstanding organizational and leadership skills with problem-solving capabilities.
  • Adaptability and success in evolving environments.
  • Fluency in Italian and English is required.
  • An empathetic, inclusive, and inquisitive mindset.

We encourage applicants from diverse backgrounds, encompassing various ethnicities, genders, and experiences. If you believe you may not meet all requirements, we still encourage you to apply; we are committed to discovering top talent. Skills can be developed, and embracing diversity is invaluable.

We believe dedicated talent deserves:

  • A compelling equity plan offering ownership stake.
  • Comprehensive private health insurance for optimal performance.
  • Monthly credits for personal 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 for up to three weeks annually.
  • Enhanced parental leave and nursery benefits.
  • Online therapy and well-being perks to support your mental health.

At Glovo, we thrive on diversity, believing it enriches our teams, products, and culture. We recognize that innovative ideas arise from a blend of brilliant and diverse minds. Therefore, we are dedicated to providing equal opportunities to talents from all backgrounds - various genders, ethnicities, abilities, ages, sexual orientations, and all unique traits that define you. We encourage you to bring your authentic self to work, fostering inclusivity where everyone's voice is valued.

Are you ready to embrace this opportunity and embark on an exciting journey?

Explore our culture by visiting our website and reviewing our platform.

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