Service Delivery Lead for Georgia & Armenia
Core
On-site owner of a BPO hub in CEECA ensuring 5-star customer experience for Glovo's riders, vendors, and customers.
Role type
Service Delivery Lead (BPO Operations)
Builds
Outsourced contact center operations for food delivery platform
Domain
Food delivery / Marketplace / Customer Support
Deliverable
client delivery
Required skills
BPO management, operational KPI tracking, stakeholder management, data analysis, incident management, process improvement
Preferred skills
Tech/marketplace experience, vendor-facing experience, additional European languages
Technologies
Operational dashboards
Responsibilities
Act as main operational point of contact for BPO partner; Track KPIs (SAT, FCR, AHT) and drive corrective actions; Collaborate with on-site BPO management for workforce and quality; Conduct operational reviews to identify root causes; Partner with HQ teams on initiatives and process changes; Manage critical incidents and service disruptions; Translate market operational nuances into actionable insights.
Seniority
Mid-level, hands-on IC