BPO Operations Lead – Service Delivery & Quality

Delivery Hero; Punjab; On-site; PKR 1,200,000 - 2,400,000; Full time

Job summary

Glovo is seeking a Hub Operations Lead in Pakistan to act as the main operational point for our BPO partner, ensuring alignment with standards and performance targets. You will monitor KPIs such as SAT, FCR, AHT, productivity, and quality scores, driving improvements and collaborating with WFM, Quality and Training to rollout initiatives.

You will escalate incidents and partner with internal teams to translate data into actionable insights, fostering a culture of continuous improvement at the

Qualifications

• Bachelor’s degree in Business, Operations or related fields.
• 3-5 years of experience in customer service operations, BPO management or similar roles.
• Experience in tech, marketplace, or high-growth environments is a plus.
• Hands-on experience with BPO environments, vendor-facing or on-site capacity.
• Strong analytical, communication and stakeholder management skills.

Responsibilities

• Act as the main operational point of contact for our BPO partner, ensuring alignment with Glovo's standards and performance targets.
• Obsess over day-to-day performance, tracking KPIs such as SAT, FCR, AHT, productivity and quality scores, and acting on deviations.
• Collaborate with BPO Management and on-site team leads to ensure onboarding, training adherence, and workforce management.
• Conduct regular operational reviews with BPO counterparts and drive corrective action plans.
• Partner with WFM, Quality, Training and Glovo HQ teams to roll out initiatives and process changes at the hub.
• Escalate and manage critical incidents, coordinating rapid responses across stakeholders.
• Serve as knowledge owner for market operational nuances and translate data into insights to improve service.
• Champion a culture of continuous improvement by identifying inefficiencies and proposing data-backed solutions.

Skills

Analytical skills

Communication

Stakeholder management

Autonomy

Prioritization

Education

Bachelor’s degree in Business or Operations

Job description

Glovo is seeking a Hub Operations Lead in Pakistan to act as the main operational point for our BPO partner, ensuring alignment with standards and performance targets. You will monitor KPIs such as SAT, FCR, AHT, productivity, and quality scores, driving improvements and collaborating with WFM, Quality and Training to rollout initiatives.

You will escalate incidents and partner with internal teams to translate data into actionable insights, fostering a culture of continuous improvement at the