Delivery Operations Lead - BPO & Performance Excellence

foodpanda; Lahore; On-site; PKR 1,800,000 - 3,000,000; Full time

Job summary

foodpanda, part of the Delivery Hero Group, is seeking a results-driven operations leader to manage BPO partnerships in Lahore. You will monitor performance metrics, drive improvements, and coordinate with on-site teams to maintain high service quality.

You will collaborate with WFM, Quality, Training, and HQ teams to implement initiatives and handle incidents swiftly, translating data into actionable insights for better customer, rider, and vendor experiences.

Qualifications

• 3-5 years of experience in customer service operations or BPO management.
• Experience working with or alongside BPO/outsourced environments.
• Fluency in English is required.
• Able to operate autonomously in a fast-changing environment.

Responsibilities

• Act as the main operational point of contact for our BPO partner, ensuring alignment with Glovo's standards and targets.
• Monitor day-to-day performance via KPIs (SAT, FCR, AHT, productivity, quality scores) and address deviations quickly.
• 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 to roll out initiatives and process updates at your hub.
• Escalate incidents or service disruptions and coordinate rapid responses with stakeholders.
• Translate BPO data and contact context into actionable insights to improve customer, rider, and vendor service.
• Champion continuous improvement by identifying inefficiencies and proposing data-backed solutions.

Skills

Analytical skills

Communication

Stakeholder management

Autonomy

Education

Bachelor's degree in Business, Operations or related fields

Job description

foodpanda, part of the Delivery Hero Group, is seeking a results-driven operations leader to manage BPO partnerships in Lahore. You will monitor performance metrics, drive improvements, and coordinate with on-site teams to maintain high service quality.

You will collaborate with WFM, Quality, Training, and HQ teams to implement initiatives and handle incidents swiftly, translating data into actionable insights for better customer, rider, and vendor experiences.