YOUR MISSION
We are looking for a Manager to lead the Customer Service operations in SSA Sub-Saharan Africa. 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 Ride
Extensive 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
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