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19.03.2021

Customer Support Supervisor

Glovo
Интернет

    About Glovo:

    We’re a Barcelona-based startup and the fastest-growing delivery player in Europe, Hispanic America and Africa. With food at the core of the business, Glovo delivers any product within your city at any time of day. We currently deliver over +40M annual ordersand operate in 26 countries, and in 248 cities. Our vision and ambition are not only to make everything immediately available in your city, but it is also to offer our employees the job of their lives. A job where you'll be challengedand have the most fun working in through tech-enabled experiences.

    Your work-life opportunity:

    We are looking for a proactive person to join our team in Kyiv as a Customer Support Supervisor responsible for operational support in Ukraine. 

    Be a part of a team where you will:

    • Be responsible for the effective operation of external Contact Centers,  providing service to three user types: customer, partners, couriers;
    • Be main point of contact for Live Operations service topics for local stakeholders;
    • Drive efficiency and quality by collecting the insight and converting them into new processes;
    • Collect, analyze and report team KPIs (costs, service level, customer service metrics, team happiness etc.);
    • Evaluate performance with key metrics (CSAT, SLA, Productivity, AHT etc.) and identify and implement improvement initiatives;
    • Review hub workforce planning ensuring it captures key local priorities;
    • Ensure a proper training and quality processes are in the hubs;
    • Create a culture that ensures collaboration and goals' achievement;
    • Drive cost efficiency with effective budget planning & manage the relationship with the hub providers and internal stakeholders;
    • Develop objectives for the contact center’s day-to-day activities;
    • Continually develop improvements and embed successful change projects;
    • Drive, structure, analyze and channel daily work and information - setting goals, delegating, and supervising the Vendors team’s performance

    You have:

    • Extensive 5+ years experience of leading large operational customer service teams (100FTE +)
    • 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 environments
    • Solid understanding of reporting and budgeting procedures & workforce planning
    • Demonstrate ability to motivate and communicate with others at all levels
    • Evidence of well-developed leadership skills
    • Ability to coach and motivate teams 
    • Excellent organizational and leadership skills with a problem-solving ability.
    • Able to adapt and succeed in a changing environment
    • Fluency in English is a must

    Experience our Glovo Life benefits:

    • Enticing Phantom Shares plan
    • Comprehensive Private Health Insurance
    • Free monthly Glovo credits to spend on our restaurant products (and zero Glovo deliveryfee on all Glovo orders!)
    • Cool perks such as fresh fruit and healthy snacks every day, beers on Fridays, Culture Days every 2 months;
    • Flexible working environment

    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