Lead II Delivery Service Pakistan

foodpanda; Lahore; Presencial; PKR 1 800 000 - 3 000 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Analytical skills

Communication

Stakeholder management

Autonomy

Formação académica

Bachelor's degree in Business, Operations or related fields

Descrição da oferta de emprego

foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Job Description

• 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.

Qualifications

• 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.