Position: Operations manager
Category: Project Manager
English level: intermediate
Years of experience: 6


Evaluate performance with key metrics (CSAT, SLA, Productivity, AHT etc.) and identify and implement improvement initiatives;
Drive efficiency and quality in the hubs;
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 centers day-to-day activities.;
Continually develop improvements and embed successful change projects;
Collaborate cross-functionally with all other Ops teams in Glovo to improve overall experience.