Live Operations Manager at
1 month ago
YOUR MISSION
We are looking for a Manager to lead the Customer Service operations in Ukraine.
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 Kenia, Uganda, Ghana, Nigeria.
Report to Regional Manager; and doted to General Manager
Directly manage the local internal team (trainers, quality managers, supervisors...);
Drive efficiency and quality in the hubs;
Collect, analyze 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 organization;
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 RideExtensive 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 organisational and leadership skills with a problem-solving ability.
Able to adapt and succeed in a changing environment
Fluency in English is a must
An empathetic, inclusive and curious attitude
We have other current jobs related to this field that you can find below
-
Live Operations Manager at
2 months ago
Nairobi, Nairobi Area, Kenya Glovo Full timeYour Mission:We are seeking a Manager to oversee Customer Service operations in SSA Sub-Saharan Africa.Glovo Customer Service assists Clients, Glovers, and Partners via various channels (chat, email, phone) to address their concerns and ensure a top-notch experience with Glovo.The Journey:Manage the Customer Service hubs for Kenya, Uganda, Ghana,...
-
Nairobi, Nairobi Area, Kenya Helen Keller International Full timeThe name Helen Keller is known around the world as a symbol of courage in the face of overwhelming odds, yet she was much more than a symbol. She was a woman of luminous intelligence, high ambition and great accomplishment who devoted her life to helping others. Helen Keller, our co-founder, envisioned a world without barriers to human potential. Guided by...
-
Nairobi, Nairobi Area, Kenya Helen Keller International Full timeThe name Helen Keller is known around the world as a symbol of courage in the face of overwhelming odds, yet she was much more than a symbol. She was a woman of luminous intelligence, high ambition and great accomplishment who devoted her life to helping others. Helen Keller, our co-founder, envisioned a world without barriers to human potential. Guided by...
-
Nairobi, Nairobi Area, Kenya Helen Keller International Full timeThe name Helen Keller is known around the world as a symbol of courage in the face of overwhelming odds, yet she was much more than a symbol. She was a woman of luminous intelligence, high ambition and great accomplishment who devoted her life to helping others. Helen Keller, our co-founder, envisioned a world without barriers to human potential. Guided by...
-
Co-Living Housing Coordinator
3 months ago
Nairobi, Nairobi Area, Kenya CrossBoundary Full timeCrossBoundary is a mission driven investment firm committed to unlocking the power of capital to make a strong return while creating a lasting difference in frontier markets.SummaryWe are seeking a dedicated and experienced Co-Living Housing Coordinator to oversee the day-to-day operations of our co-living facility. The ideal candidate will be responsible...
-
Operations Manager
2 weeks ago
Nairobi, Nairobi Area, Kenya Athena Full timeABOUT THE COMPANYAthena empowers the fiercely ambitious to reach their next 10x. We hire and train exceptional Philippines and Kenya-based Executive Partners (100% Remote Work).Athena Executive Partners are matched 1:1 with industry leaders, startup founders, and driven up-and-comers. These partnerships are powered by 10x delegation training. The result is...
-
Operations Manager
1 month ago
Nairobi, Nairobi Area, Kenya Athena Full timeABOUT THE COMPANYAthena empowers the fiercely ambitious to reach their next 10x. We hire and train exceptional Philippines and Kenya-based Executive Partners (100% Remote Work).Athena Executive Partners are matched 1:1 with industry leaders, startup founders, and driven up-and-comers. These partnerships are powered by 10x delegation training. The result is...
-
Nairobi, Nairobi Area, Kenya Helen Keller International Full timeThe name Helen Keller is known around the world as a symbol of courage in the face of overwhelming odds, yet she was much more than a symbol. She was a woman of luminous intelligence, high ambition and great accomplishment who devoted her life to helping others. Helen Keller, our co-founder, envisioned a world without barriers to human potential. Guided by...
-
Operations Manager
3 days ago
Nairobi, Nairobi Area, Kenya AAA Growers Full timeABOUT THE COMPANYOut of a small trial project growing tomatoes, the concept of AAA Growers was born. Initially, setup in conjunction with the lending arm of the World Bank, the International Finance Corporation (IFC), as a micro finance orientated project, today, AAA Growers is one of the leading exporters of premium & prepared vegetables from Kenya.JOB...
-
Operations Manager
1 week ago
Nairobi, Nairobi Area, Kenya Food For Education Full timeABOUT THE COMPANYWe provide subsidized nutritious meals to primary school children to improve nutrition education outcomes. We are a not for profit organization that works with vulnerable children in the public school system to improve their lives and school performance. Founded in 2012, Food for Education provides subsidized school meals every day to over...
-
Operations Management Trainee
1 week ago
Nairobi, Nairobi Area, Kenya Henkel Full timeABOUT THE COMPANYHenkel is a leader with brands and technologies that make people's lives easier, better and more beautiful. Henkel Kenya Ltd. is a subsidiary of Henkel KGaA, Düsseldorf - Germany. Henkel started its East African operations in Tanzania during the mid 1960's. The Kenyan Company was established in 1974. In anticipation of economic development...
-
Finance and Operations Manager at
1 month ago
Nairobi, Nairobi Area, Kenya Amnesty International Full timeAmnesty Kenya was founded in 2002 and operates with specific goals and objectives for improving lives and upholding human rights for the citizens of Kenya and the surrounding areasJOB PURPOSEThe Finance and Operations Manager is the guardian of AI Kenya's financial health. By ensuring responsible financial and administrative management and compliance, the...
-
Operations Management Trainee
1 month ago
Nairobi, Nairobi Area, Kenya Henkel Full timeABOUT THE COMPANYHenkel is known for its top brands and innovative technologies that simplify, enhance, and enrich people's daily lives. Henkel Kenya Ltd. operates as a subsidiary of Henkel KGaA, Düsseldorf - Germany, with a history that dates back to the 1960s when Henkel first entered East Africa through Tanzania. The Kenyan branch was established in...
-
Senior Manager, Operations at
1 month ago
Nairobi, Nairobi Area, Kenya Sama Full timeSama formerly known as Samasource is a training-data company, focusing on annotating data for artificial intelligence algorithms. The company offers image, video and sensor data annotation and validation for machine learning algorithms in industries including automotive, navigation, augmented reality, virtual reality, biotechnology, agriculture,...
-
Operations Manager
2 weeks ago
Nairobi, Nairobi Area, Kenya UNICEF Full timeUNICEFUNICEF works in over 190 countries and territories to save children's lives, defend their rights, and help them fulfill their potential, from early childhood through adolescence. At UNICEF, we are committed, passionate, and proud of what we do. Promoting the rights of every child is not just a job – it is a calling. UNICEF is a place where careers...
-
Operations Management System Engineer at
1 month ago
Nairobi, Nairobi Area, Kenya DHL Full timeOur vision is to be The Logistics Company for the World. Our mission - Excellence. Simply Delivered. - is our guiding light.Our Strategy 2020: Focus. Connect. Grow. is our roadmap to the future. We connect people and improve their lives.SummaryThe successful candidate shall be responsible for the standardized configuration, operational implementation &...
-
Kenya Country Operations Manager at
1 week ago
Nairobi, Nairobi Area, Kenya DHL Full timeExcellence. Simply Delivered. - is our guiding light.Our Strategy 2020: Focus.Connect.Grow. is our roadmap to the future. We connect people and improve their lives.Role PurposeUnder the management of the Country Operations Manager for Operations and Aviation the appointed person is mandated is to manage the country operations department, provide, and...
-
manager, regional operations
2 weeks ago
Nairobi, Nairobi Area, Kenya Bioversity International Full timeTHE ORGANIZATION The Alliance of Bioversity International delivers research-based solutions that harness agricultural biodiversity and sustainably transform food systems to improve people's lives. Alliance solutions address the global crises of malnutrition, climate change, biodiversity loss, and environmental degradation. The Alliance works with local,...
-
manager, regional operations
1 month ago
Nairobi, Nairobi Area, Kenya Bioversity International Full timeTHE ORGANIZATION The Alliance of Bioversity International delivers research-based solutions that harness agricultural biodiversity and sustainably transform food systems to improve people's lives. Alliance solutions address the global crises of malnutrition, climate change, biodiversity loss, and environmental degradation. The Alliance works with local,...
-
Field Operations Manager at
1 month ago
Nairobi, Nairobi Area, Kenya ENGIE Full timeENGIE is a leading world group that provides low-carbon energy. Our group is a global reference in low-carbon energy and services.Job OverviewThe Customer Finance Team plays a pivotal role in ensuring the overall success of our largely unbanked customers in completing their loans and getting continued access to clean, reliable energy. The team works...
