We are looking for a proactive person to join our team in Kiev as a Live Operations Supervisor

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.

Requirements:

  • 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
  • Our core values are very important to us:
    Gas: We think big and take calculated risks to go for all business opportunities, no matter how challenging they are! We work hard as a team and execute fast.
    Care: We exercise social responsibility. We think long-term and consider the impact on others as a part of planning and execution. We respect diversity in all its forms.
    Good vibes: Our teams are built of people that radiate positive energy and managers that are honest and fair. No assholes allowed! We stay optimistic no matter what, infecting each other with positivity, joy, and the desire to spend time together.
    Stay Humble: Always act humble: Everybody must roll up their sleeves and get their hands dirty to make our big plans a reality. We are tiny! We are conscious of how big the opportunity is and how much we’ve got left to do.
    Glownership: Act as one company—one team: Care first about Glovo, not your role or your department. Own your stuff, no question, but go beyond your role; help before you are asked. Everything you need to make things happen, you do it. Glow it!
    If you believe you match these values, we look forward to meeting you!

Benefits:

  • Be a part of an international team, working in a fast paced environment!
  • Cool perks (such as fresh fruit and healthy snacks every day, beers on Fridays, Culture Days every 6 weeks...)
  • Free monthly Glovo credits to spend on our restaurant products
  • Unlimited Glovos (zero delivery fee on your Glovo orders)
  • Enticing Phantom Shares plan
  • Comprehensive Private Health Insurance
  • Flexible compensation plan
  • Discounted Gym memberships
  • Fun Team building activities
  • Attractive Relocation package

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