About the job
Job Description
YOUR WORK-LIFE OPPORTUNITY:
We are in search of a dynamic Service Delivery Lead to oversee one of Glovo's BPO hub locations in Africa. This role will serve as the primary liaison between Glovo and the outsourced operations at your site, ensuring that the teams deliver an exceptional 5-star experience for our customers, riders, and vendors.
You will excel in fast-paced operational settings, have a passion for metrics, and possess the ability to transform data into actionable strategies. Collaborating closely with the Head of Service Delivery, you will implement the regional strategy while being the key eyes and ears at your hub.
BE A PART OF A TEAM WHERE YOU WILL:
Serve as the primary operational contact for our BPO partner, ensuring alignment with Glovo's standards, processes, and performance targets.
Monitor daily operational performance, tracking KPIs such as Satisfaction Scores (SAT), First Contact Resolution (FCR), Average Handling Times (AHT), productivity, and quality scores, addressing deviations promptly.
Work closely with BPO Management and team leads on-site to maintain high service quality, facilitating proper onboarding, training adherence, and workforce management.
Conduct regular operational reviews with BPO counterparts to identify root causes of performance gaps and implement corrective action plans.
Collaborate with WFM, Quality, Training, and other Glovo HQ teams to implement initiatives and process changes at your hub.
Manage escalations and critical incidents or service disruptions, coordinating rapid responses among internal and external stakeholders.
Act as the knowledge steward for your market's operational nuances, converting BPO data and contact context into actionable insights to enhance Glovo's service delivery.
Promote a culture of continuous improvement by identifying process inefficiencies and proposing data-driven solutions.

