Live Operations Supervisor - Kazakhstan Market

Location:  Kiev, Ukraine OR  Astana, Almaty

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 orders and 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 challenged and 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 Kiev as a Live Operations Supervisor responsible for operational support on Kazakhstan market.

Be a part of a team where you will:

• Develop objectives for the call center's day-to-day activities.

• Conduct effective resource planning to maximise the productivity of resources (people, technology etc.).

• Collect and analyze call-center statistics (costs, service level, customer service metrics, team happiness etc.).

• Assume responsibility of budgeting and tracking expenses.

• 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.)

• Prepare reports for different departments or upper management.

 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:

• Enticing Phantom Shares plan

• Attractive Relocation package (if applicable)

• Discounted Gym memberships

• 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.

If you believe you match these values, we look forward to meeting you!