Lead II Delivery Service Pakistan
Core
Main operational point of contact for a BPO partner, ensuring alignment with Glovo's standards and driving performance improvements for customer service operations.
Role type
Senior IC operations manager (BPO delivery)
Builds
Customer service operations for food delivery platform
Domain
Food delivery / BPO operations
Deliverable
dashboards & analysis (via careerplan.io/jobs/744000152649292-lead-ii-delivery-service-pakistan-at-delivery-hero)
Required skills
BPO management, operational KPI tracking, stakeholder management, data analysis, incident management, process improvement
Preferred skills
Tech/marketplace experience, vendor-facing experience
Technologies
Operational dashboards
Responsibilities
Track KPIs (SAT, FCR, AHT) and act on deviations, conduct operational reviews with BPO counterparts, partner with HQ teams on initiatives, escalate critical incidents, translate operational data into insights, champion continuous improvement
Seniority
Mid-Senior, hands-on IC
