HR Agency is announcing vacancy for Lead Service Delivery (Georgia & Armenia), assigned to Glovo in Georgia.

The hired person will be assigned to Glovoapp Georgia LLC.

We are looking for a Service Delivery Lead to lead the Support Operations for one of our BPO hubs (currently covering Georgia and Armenia). Glovo Marketplace Experience helps Customers, Riders and Vendors through different channels (chat, email and phone) to solve their issues and to ensure they have an excellent experience with Glovo.

Responsibilities:

• Be responsible for the effective operation of Customer Service hubs
• Report to Service Delivery Manager
• Drive efficiency and quality in the BPO
• Collect, analyse 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
• Empower and Engage the Marketplace Experience Heroes Team
• Act as the Voice of the Customer across the organisation
• Drive cost efficiency with effective budget planning & manage the relationship with the hub providers
• Develop objectives for the contact center’s day-to-day activities
• Continually develop improvements and embed successful change projects
• Drive quality and consistency

Requirements:

• Strong strategic and customer focus with a clear understanding of performance evaluation and customer service metrics
• Strong analytical and numerical skills with track record of of exceeding targets, KPI’s SLA’s 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 Georgian and English
• An empathetic, inclusive and curious attitude