Customer Service Team Leader

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 oversee Customer Service Operations in Italy. As a key member of our team, you will be responsible for ensuring the effective operation and outcomes of our Customer Service hubs serving Italy, one of our largest markets with over 200 agents.

Key Responsibilities
  • Ensure effective operation and outcomes of Customer Service hubs serving Italy
  • 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
Requirements
  • 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
What We Offer
  • 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
About Glovo

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

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