Lead II Delivery Service Pakistan

Act as the main operational point of contact for the BPO partner, ensuring alignment with Glovo's standards and performance targets. Obsess over day-to-day performance by tracking KPIs such as Satisfaction Scores, first contact resolution, average handling times, productivity, and quality scores, acting swiftly on deviations. Collaborate with BPO Management and team leads to maintain service quality, supporting onboarding, training adherence, and workforce management. Conduct regular operational reviews with counterparts to identify root causes of performance gaps and drive corrective action plans. Partner cross-functionally with WFM, Quality, Training, and HQ teams to roll out initiatives, tooling updates, and process changes. Escalate and manage critical incidents or service disruptions by coordinating rapid responses across internal and external stakeholders. Serve as the knowledge owner for market operational nuances, translating BPO data into actionable insights for service improvement. Champion continuous improvement at the hub by identifying inefficiencies and proposing data-backed solutions. Based on-site with frequent travel to HQ and other hubs. Fluency in English and Romanian required. Bachelor's degree and 3-5 years in customer service operations or BPO management needed.