Customer Service Team Leader - Italy, Milan

Customer Service Team Leader - Italy, Milan Client: Location: Job Category: Customer Service EU work permit required: Yes Job Reference: 33dca82f8e24 Job Views: 4 Posted: 08.02.2025 Expiry Date: 25.03.2025 Job Description: If you’re here, it’s because you’re looking for an exciting ride . A ride that will fuel up your ambitions to take on a new challenge and stretch yourself beyond your comfort zone. We’ll deliver a non-vanilla culture built on talent, where we work to amplify the impact on millions of people , paving the way forward together. Not your usual app . We are the fastest-growing multi-category app connecting millions of users with businesses and couriers, offering on-demand services from more than 170,000 local restaurants, grocers, supermarkets, and high street retail stores. We operate in more than 1500 cities across 25 countries. Together we revolutionise the way people connect with their everyday needs, from delivering essentials to connecting our ecosystem of users through innovative solutions powered by technology. For us, every day is filled with purpose. What makes our ride unique? We have an 'office-first' culture and we place collaboration at the center of everything we do We have a non-vanilla personality and feedback mindset. We don’t shy away from difficult conversations - we see them as a gift We work with high intensity and have fun along the way. We also celebrate the wins (a lot). We celebrate diversity in all its forms and foster an inclusive culture where everyone can bring their authentic selves to work. We are building a talent house of high performing teams and leaders. We invest in people who raise the bar and help others reach their full potential. We take ownership of our career development. We don’t believe in linear and predictable career paths - we create the job of our dreams We embrace opportunities to move the needle and make an impact beyond our scope. YOUR MISSION We are looking for a Live Operations Lead to lead the Customer Service Operations in Italy. Glovo Live Operations helps Clients, Glovers, and Partners through different channels (chat, email, and phone) to solve their issues and to ensure they have an excellent experience with Glovo. THE JOURNEY Be responsible for the effective operation and results of Customer Service hubs providing service to Italy, one of the biggest Glovo countries with 200 HC agents. You will be traveling at least once a month to Romania and Albania. Report to Italy Live Operations Manager. Directly manage the hub team (trainers, quality managers, supervisors). Drive satisfaction, efficiency, and quality in the hubs. Collect, analyze, and act to drive KPIs (Service Levels, Quality, Satisfaction, Costs, service level, customer service metrics) of large operations. Evaluate performance with key metrics (accuracy, waiting time, average waiting time, etc.) and identify and implement improvement initiatives on large scale operations. Review hub workforce planning ensuring it captures key local priorities. Ensure full alignment at agent level with training and quality processes. Be the main point of contact of Business and Operations Local Managers with regards to customer service in your country. Create a culture that ensures collaboration and goals achievement. Empower and Engage the agents, our Live Ops Heroes Team. Act as the Voice of the Customer across the organization. Drive cost efficiency with effective budget planning & manage the relationship with the hub providers. Translate Masterplan targets into daily objectives for the call center’s day-to-day activities. Continually develop improvements and embed successful change projects. WHAT YOU WILL BRING TO THE RIDE Extensive experience (2 years) of leading large operational customer service teams (> 200 HC). Strong strategic and customer focus with a clear understanding of performance evaluation and customer service metrics. Strong analytical and numerical skills with track record of exceeding targets, KPI’s SLA’s in fast-paced environments. Understanding of reporting and budgeting procedures. Demonstrate ability to motivate and communicate with others at all levels. Evidence of well-developed Vendor management skills. Ability to coach, motivate and drive team performance. Excellent organizational and leadership skills with a problem-solving ability. Able to adapt and succeed in a changing environment. Fluency in Italian and English is a must. An empathetic, inclusive and curious attitude. Individuals representing diverse profiles, encompassing various ethnicities and backgrounds, are encouraged to apply. Even if it seems you don't meet our musts, don't let it stop you; we are all about finding the best talent out there Skills can be learned, and embracing diversity is invaluable. Here at Glovo, we thrive on diversity; we believe it enhances our teams, products, and culture. We know that the best ideas come from a mashup of brilliant diverse minds. This is why we are committed to providing equal opportunities to talent from all backgrounds - all genders, racial/diverse backgrounds, abilities, ages, sexual orientations, and all other unique characteristics that make you YOU. We will encourage you to bring your authentic self to work, fostering an inclusive environment where everyone feels heard. So, ready to take the wheel and make this the ride of your life? J-18808-Ljbffr

Location: provincia-di-milano, IT

Posted Date: 2/12/2025