Lead II Delivery Service Pakistan

Act as the main operational point of contact for our BPO partner, ensuring alignment with Glovo's standards, processes, and performance targets.

Obsess over day-to-day performance of the operation, tracking KPIs such as Satisfaction Scores (SAT), first contact resolution (FCR), average handling times (AHT), productivity, and quality scores – and acting on deviations swiftly.

Collaborate closely with BPO Management and team leads on-site to maintain high service quality, supporting proper onboarding, training adherence, and workforce management.

Conduct regular operational reviews with your BPO counterparts, identifying root causes of performance gaps and driving corrective action plans to resolution.

Partner cross-functionally with WFM, Quality, Training, and other Glovo HQ teams to roll out initiatives, tooling updates, and process changes at your hub.<...