Your Work-life Opportunity
We are looking for a proactive person to join our team in Nairobi, Kenya as The Operations Control Coordinator Supervisor responsible for operational support in the Kenyan market.
Be a Part Of a Team Where You Will
Develop objectives for the operations control center day-to-day activities.
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.).
Understand the regulatory and compliance environment in which they are operating, particularly in relation to the relationship with glovers and agency staff.
Be responsible for implementing processes and optimizing strategies involving the real-time fleet capacity
Have a data-sensitive approach to decision making
Give a structured and actionable daily feedback to the ops manager
Analyze daily and weekly operations metrics with a macro view of the long-term success of the country
Collect and analyze call-center statistics (costs, service level, customer and courier service metrics, team happiness etc.)
Hire, coach and provide training to personnel to maintain high customer service standards
Monitor and improve email management, telephone handling and other procedures
Evaluate performance with key metrics (accuracy, call-waiting time etc.)
You Have
Proven experience as call center manager or similar position
Experience in customer service is required
Knowledge of performance evaluation and customer service metrics
Solid understanding of reporting and budgeting procedures
Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
Proficient in MS Office, G-docs and call center equipment/software programs
Outstanding communication and interpersonal skills
Excellent organizational and leadership skills with a problem-solving ability
Positive and patient
Experience Our Glovo Life Benefits
A ticket to the moon sitting on the fastest rocket – an adventure filled with challenges and professional growth
Enticing Phantom Shares plan
Flexible working environment
Social benefits
An amazing, international and talented team, used to work in a fast paced and vibrant way – currently, we are over 1000 employees from all over the world!
What You’ll Find When Working At Glovo
Gas: We work hard with energy and passion for what we do.
Care: We act in the best interest of a sustainable future
Good vibes: We always see the positive side in every situation and act with fairness and honesty with everyone.
Stay Humble: We embrace mistakes and feedback to learn from them.
Glownership: We roll up our sleeves and get work done no matter our position and level.
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