Customer Service Team Lead

1 settimana fa

Milano, Lombardia, Italia Glovo A tempo pieno
About the Role

We are seeking a highly skilled and experienced Live Operations Lead to join our team in Italy. As a key member of our Live Operations team, you will be responsible for leading the Customer Service Operations in Italy, ensuring that our customers receive exceptional service and support.

Key Responsibilities
  • Lead the effective operation and results of Customer Service hubs providing service to Italy, one of the biggest Glovo countries with +200 HC agents.
  • Travel at least once a month to Romania and Albania to ensure alignment and support.
  • Report to Italy Live Operations Manager and directly manage the hub team (trainers, quality managers, supervisors).
  • Drive satisfaction, efficiency, and quality in the hubs, collecting, analyzing, and acting on KPIs (Service Levels, Quality, Satisfaction, Costs, service level, customer service metrics).
  • Evaluate performance with key metrics (accuracy, waiting time, average waiting time, etc.) and identify and implement improvement initiatives on large-scale operations.
  • Review hub workforce planning ensuring it captures key local priorities and ensure full alignment at agent level with training and quality processes.
  • Be the main point of contact for Business and Operations Local Managers with regards customer service in your country.
  • Create a culture that ensures collaboration and goals achievement, empowering and engaging the agents, our Live Ops Heroes Team.
  • Act as the Voice of the Customer across the organization, driving cost efficiency with effective budget planning and managing the relationship with the hub providers.
  • Translate Masterplan targets into daily objectives for the call center's day-to-day activities and continually develop improvements and embed successful change projects.
Requirements
  • Extensive experience (+2 years) of leading large operational customer service teams (> 200 HC).
  • Strong strategic and customer focus with a clear understanding of performance evaluation and customer service metrics.
  • Strong analytical and numerical skills with a track record of exceeding targets, KPIs, SLAs in fast-paced environments.
  • Understanding of reporting and budgeting procedures.
  • Demonstrate ability to motivate and communicate with others at all levels.
  • Evidence of well-developed Vendor management skills.
  • Ability to coach, motivate, and drive team performance.
  • Excellent organizational and leadership skills with a problem-solving ability.
  • Able to adapt and succeed in a changing environment.
  • Fluency in Italian and English is a must.
  • An empathetic, inclusive, and curious attitude.
What We Offer
  • 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.
  • 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 nursery benefit.
  • Online therapy and wellbeing benefits to ensure your mental well-being.
About Glovo

We thrive on diversity, believing 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.

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