At Glovo, we thrive to provide our customers with a world-class experience. To help us do that, we are looking for an enthusiastic Operations Control Centre Team Lead to help us lead our OCC team in Tbilisi.
This is your opportunity to help us take care of our customers on a daily basis and help us streamline our processes. This is a position for you if you have an experience in and a passion for customer service, and can think on your own and act with a great autonomy in a growing start-up.
You will :
Control live operations on a daily basis and make them work
Ensure that every order is delivered in an excellent condition and on time
Help solve our couriers' problems of any kind
Maximise the productivity of resources (people, technology etc.)
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.)
Proven experience as call center team lead or similar position
Experience in customer service is required
Being able to work under pressure and track thousands of movements every day
Very good command of English, both written and spoken
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
Willingness to work weekends, early mornings, late nights, and occasional holidays, in an operational 24 / 7 environment
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.
Everyone Wins : We are here for the long run. Glovers, Partners and Users are on the very center of everything we do. If they win, Glovo wins.
So for every decision, we make sure we are positively impacting them.
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!
A ticket to the moon sitting on the fastest rocket - an adventure filled with challenges and professional growth
Young, international and talented team, used to work in a fast paced and vibrant way - currently, we are over 700 employees all over the world!