Live Operations Manager at

2 months ago

Nairobi, Nairobi Area, Kenya Glovo Full time

Your 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, Nigeria.
  • Report directly to the Regional Manager and be connected with the General Manager.
  • Lead the local internal team including trainers, quality managers, supervisors.
  • Enhance efficiency and quality in the hubs.
  • Analyze and report on contact-center KPIs.
  • Evaluate performance based on key metrics and implement improvement strategies.
  • Review workforce planning to meet local priorities.
  • Ensure effective training and quality processes.
  • Be the primary contact for Business and Operations Local Managers regarding customer service.
  • Foster a collaborative culture that drives goal achievement.
  • Empower and engage the Live Ops Heroes Team.
  • Represent the Voice of the Customer within the organization.
  • Optimize cost efficiency through budget planning and managing relationships with hub providers.
  • Set objectives for day-to-day call center operations.
  • Continuously enhance processes and implement successful change initiatives.

Active collaboration and knowledge sharing with colleagues are encouraged in an environment that supports growth and development.

What You Will Bring To The Ride:

  • Extensive experience in leading large operational customer service teams.
  • Strong strategic and customer-centric approach with expertise in performance evaluation and service metrics.
  • Proven track record of exceeding targets and SLAs in fast-paced settings.
  • Solid grasp of reporting and budgeting processes.
  • Effective motivation and communication skills at all levels.
  • Demonstrated leadership qualities.
  • Capability to coach and inspire teams.
  • Strong organizational and problem-solving skills.
  • Adaptability to thrive in dynamic environments.
  • Must be fluent in English.
  • An empathetic, inclusive, and inquisitive mindset.

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