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Lead II Delivery Service Pakistan

Delivery Hero · Lahore, Punjab, Pakistan

LeadExternal listingfull-time5 days ago

About The Role

  • Act as the main operational point of contact for our BPO partner, ensuring alignment with Glovo's standards, processes, and performance targets.
  • Obsess over day-to-day performance of the operation, tracking KPIs such as Satisfaction Scores (SAT), first contact resolution (FCR), average handling times (AHT), productivity, and quality scores – and acting on deviations swiftly.
  • Collaborate closely with BPO Management and team leads on-site to maintain high service quality, supporting proper onboarding, training adherence, and workforce management.
  • Conduct regular operational reviews with your BPO counterparts, identifying root causes of performance gaps and driving corrective action plans to resolution.
  • Partner cross-functionally with WFM, Quality, Training, and other Glovo HQ teams to roll out initiatives, tooling updates, and process changes at your hub.
  • Escalate and manage critical incidents or service disruptions, coordinating a rapid response across internal and external stakeholders.
  • Serve as the knowledge owner for your market's operational nuances, translating BPO data and contact context into actionable insights for Glovo to improve its service to customers, riders, and vendors.
  • Champion a culture of continuous improvement at your hub by identifying process inefficiencies and proposing data-backed solutions.
  • Bachelor’s degree in Business, Operations or related fields.
  • 3-5 years of experience in customer service operations, BPO management, or a similar operational role. Experience in tech, marketplace, or high-growth / scale-up environments is a plus.
  • Hands-on experience working within or alongside BPO/outsourced environments, ideally in a vendor-facing or on-site capacity.
  • Strong analytical skills. You are comfortable working with operational dashboards and data to identify trends and drive improvements.
  • Excellent communication and stakeholder management skills; able to work effectively with both external BPO partners and internal Glovo teams.
  • Proven ability to operate autonomously, manage competing priorities, and execute with speed in a high-volume, fast-changing environment.
  • Fluency in English  is required.

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