Performance Manager Live Operations - Global HQ (They/He/She)

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 and 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?

🤝 Our culture and strong values.

💪 Our career development philosophy.

🤝 Our commitment to being a force for good.

We have a vision: To give everyone easy access to anything in their cities. And this is where your ride starts.

YOUR MISSION

As a Performance Manager, you will play a pivotal role in driving the success of our Live Ops operations across the globe. You will lead a team of Regional Coordinators responsible for ensuring the highest standards in training and quality across our hubs.

Your focus will be on enhancing agent performance through strategic training and rigorous quality control, thereby improving key performance metrics such as CSAT,Resolution time, and QA scores. The ideal candidate will have a robust background in both training and quality management within the customer service sector and a proven track record in achieving measurable improvements in performance metrics.

We are looking for someone with a strong background in training and quality, exceptional people management skills, and a reputation as a strong executor who can deliver results efficiently and effectively.

THE JOURNEY

• Strategic Oversight: Develop and implement comprehensive strategies to optimize training programs and quality assurance processes across all Live Operations hubs.

• Performance Management: Monitor and analyze key performance indicators (KPIs) such as CSAT for newbies, AHT, and QA scores. Use data-driven insights to identify performance gaps and opportunities for improvement.

• Training Review & Enhancement: Collaborate with Regional Coordinators to review, validate, and propose changes to training programs developed by the HQ training team or local teams in various regions. Ensure that the content is aligned with operational goals and effectively tailored to meet the needs of different markets.

• Quality Assurance: Define and enforce quality standards and procedures. Conduct audits to ensure adherence to process and compliance. Provide actionable insights to address areas of underperformance and drive continuous improvement.

• Collaboration: Coordinate with Regional Coordinators to manage BPO relationships and ensure alignment on training and quality objectives. Engage in strategic discussions as needed to support effective execution of initiatives.

• Reporting and Analysis: Regularly report on training and quality performance metrics. Evaluate the effectiveness of training programs and quality assurance activities, and present findings to senior management.

• Innovation: Stay abreast of industry trends and best practices in training and quality management. Implement new and effective training methodologies and quality assurance techniques to enhance overall performance. Implement AI strategies to improve team efficiency and scalability.

WHAT YOU WILL BRING TO THE RIDE

• Experience:
  • 5+ years of experience in customer service performance management, with a strong background in both training and quality management.
  • Proven track record in designing, implementing, and managing training programs and quality assurance processes.
• Educational Background:
  • Bachelor’s degree in Business Administration, Human Resources, Education, or a related field is a plus. Advanced degrees or certifications in training, quality management, or customer service are a plus.
• Technical Skills:
  • Proficiency in Learning Management Systems (LMS) and instructional design principles.
  • Proficiency in Quality management tools.
  • Experienced with data analysis tools and methodologies to interpret performance metrics and derive actionable insights.
  • Familiarity with e-learning platforms and tools for creating and managing training content.
  • Advanced proficiency in BI tools and Google Workspace, particularly with spreadsheets (Google Sheets) for data analysis and reporting
• Language Skills:
  • Fluent in English (both written and spoken).
  • Spanish is a plus and Additional language skills relevant to the markets served by the outsourced contact centers are also advantageous.
• Training & Development:
  • Strong understanding of training methodologies and best practices, including blended learning, e-learning, and interactive training techniques.
  • Experience in developing and delivering training programs tailored to diverse audiences, including onboarding and continuous development.
  • Ability to assess training needs and design targeted programs to address performance gaps.
• Quality Assurance:
  • Deep knowledge of quality management principles and practices, including process adherence, compliance, and performance evaluation.
  • Experience in conducting quality audits, developing quality standards, and implementing corrective actions.
  • Proficiency in implementing and managing quality assurance tools, including the use of AI-driven solutions for QA audits.
  • Familiarity with quality assessment models and frameworks.
• Analytical & Reporting Skills:
  • Strong analytical skills with the ability to analyze data, identify trends, and make data-driven decisions.
  • Experience in creating and delivering performance reports and presentations to senior management.
• Project Management:
  • Excellent organizational and project management skills, with the ability to handle multiple priorities and meet deadlines.
  • Proven ability to manage training and quality improvement projects from conception to implementation and evaluation.
• Communication & Collaboration:
  • Outstanding verbal and written communication skills, with the ability to effectively interact with various stakeholders, including BPO partners and internal teams.
  • Demonstrated ability to work collaboratively in a cross-functional environment and drive alignment on performance goals.
• Leadership & Innovation:
  • Strong leadership skills with experience in managing teams and driving performance improvements.
  • Innovative mindset with a proactive approach to identifying opportunities for improvement and implementing new strategies and tools.
• Travel:
  • Willingness to travel as needed to oversee training and quality initiatives at various global locations.
• Additional Attributes:
  • Ability to work under pressure and adapt to changing priorities.
  • Strong problem-solving skills and a focus on continuous improvement.

WHY JOIN US?

• Be at the forefront of enhancing Live Operations excellence on a global scale.
• Lead a dynamic team and drive impactful improvements in Live Operations performance.
• Work in a collaborative and innovative environment with opportunities for professional growth.

Individuals representing diverse profiles, and abilities, encompassing various genders, ethnicities, and backgrounds, are less likely to apply for this role if they do not possess solid experience in 100% of these areas. 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.

We believe driven talent deserves:

• 🌟 An enticing equity plan that lets you own a piece of the action.
• 💪 Top-notch private health insurance to keep you at your peak.
• 🍔 Monthly Glovo credit to satisfy your cravings!
• 💳 Cobee discounts on transportation, food, and even kindergarten expenses.
• 🏊 Discounted gym memberships to keep you energized.
• 🏖️ Extra time off, the freedom to work from home two days a week, and the opportunity to work from anywhere for up to three weeks a year!
• 👪 Enhanced parental leave, and office-based nursery.
• 🧠 Online therapy and wellbeing benefits to ensure your mental well-being.

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.

Feel free to note your pronouns in your application (e.g., she/her/hers, he/him/his, they/them/theirs, etc).

So, ready to take the wheel and make this the ride of your life?

Delve into our culture by taking a peek at our Instagram and check out our Linkedin and website!