Live Operations Lead - Adriatic & Balkan Region (They/She/He) in Bucuresti

About Glovo:We’re a Barcelona-based startup and the fastest-growing delivery player in Europe, Africa, and Western Asia. With food at the core of the business, Glovo delivers any product within your city at any time of day. At Glovo, you’ll have the job of your life while working together towards our shared vision to give everyone easy access to anything in their city. We welcome top performers that will bring new ideas, diverse perspectives, and provide you the opportunities and freedom to grow and make a real impact on millions of lives… all while having fun! We believe that diversity adds incredible value to our teams, our products, and our culture. We know that the best ideas and solutions come by bringing together people from all over the world and by fostering a culture of inclusion where everyone feels heard and has the chance to make a real impact. It's because of this that we are committed to providing equal opportunities to talent from all backgrounds. In your application, please feel free to note which pronouns you use (fFor example: she/her/hers, he/him/his, they/them/theirs, etc).Your work-life opportunity:We are looking for a Live Ops Team Lead to lead the Customer Service operations in Romania. 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.Be a part of a team where you will: Work to improve the call center’s day-​to-​day activities and propose objectives adjustments where applicableConduct effective resource planning to maximize the productivity of resources (people, technology etc.)Collect and analyze call-​center statistics (costs, service level, customer service metrics, team happiness etc.)Assess processes and information flows, perform cost/benefit analyses, in order to develop recommendations and implement changes that benefit business performanceMonitor and improve chats, email, social media and calls management, and other proceduresEvaluate performance with key metrics (service level, customer satisfaction, average handling time, call-​waiting time etc.)Prepare reports for different departments or upper managementAct as a SME and SPOC for new process implementations/changes;Support global and regional projects during transitions You have: Proven experience of leading 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 exceeding targets, KPI’s SLA’s in fast-paced environmentsPrior experience in a customer excellence and/or quality project would be nice to haveSolid understanding of reporting and budgeting procedures & workforce planningDemonstrate ability to motivate and communicate with others at all levelsEvidence of well-developed leadership skillsAbility to coach and motivate teams Excellent organizational and leadership skills with a problem-solving ability.Able to adapt and succeed in a changing environmentFluency in English and in one of the following languages: Croatian/Serbian/Montenegrin/Bosnian/Macedonian, Slovenian, Albanian or Romanian are a plus but not a must Experience our Glovo Life benefits: Enticing equity plan Monthly Glovo credit to spend on our restaurant products and zero delivery fee on all Glovo orders! Flexible time off (take the time you need) and hybrid working model (own your time) Enhanced parental leave including nursery support! Online therapy and wellbeing benefit External learning budget Private medical insurance 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. If you believe you match these values, we look forward to meeting you! At Glovo we believe that diversity adds incredible value to our teams, our products, and our culture. We know that the best ideas and solutions come by bringing together people from all over the world and by fostering a culture of inclusion where everyone feels heard and has the chance to make a real impact. It's because of this that we are committed to providing equal opportunities to talent from all backgrounds. Wanna take a peek into what it's like to work at Glovo? Follow us on Instagram and like us on Facebook!