Descripción del empleo
About Glovo:
We’re a Barcelona-based startup and the fastest-growing delivery player in Europe, Africa and Asia. With food at the core of the business, Glovo delivers any product within your city at any time of day. Our vision and ambition are not only to give everyone easy access to everything in their city, but it is also to offer our employees the job of their lives. A job where you'll be challenged and have the most fun working in through tech-enabled experiences.
Your work-life opportunity:
Reporting to the Global Training Manager, you will be part of a multicultural team of super-achievers with a huge impact in the company, aiming to deconstruct, synthesize, and deploy initiatives to drive best-in-class agent experience in our contact centers. Ownership and responsibilities will be given to you from day one.
You will be needed to perform different tasks and problems that are identified as key areas for improvement that affect Live Operations agents happiness, empowerment, and enablement to provide the best customer service. The learning curve will be steep as this role entails understanding all the touchpoints (and pain points) of the whole agent journey and being able to identify root causes and solutions to improve them.
The team is by nature cross-functional, so most of the time and energy is spent collaborating with multiple departments from Live Operations and Customer Service to Strategy, and PMO.
Are you looking for a challenging experience in one of the fastest-growing Startups in Europe? Do you want to contribute to building a world-class Customer Experience?
Be a part of a team where you will:
Support Global Training Team on internal consulting projects with the goal of gaining insights, identifying root causes and coming up with brand new ideas for strategies and solutions to deliver a world-class experience to Glovo customers through agents Track & report agent experience KPIs & performance Support senior management in strategic decision making by providing key intelligence Analyse agent data (both quantitative and qualitative) and grasp perceptive and astute conclusions on agent behavior and preferences. Drive agent focused actions and a agent experience mindset within all teams of Glovo (extremely cross-functional role) Help to manage, analyze and report NPS (Net Promoter Score) results of agents company-wide, developing a good understanding of Live Operations agents pain points in the different Glovo countries and regions Gather insights directly from agents using different VoC (Voice of Customers) tools Proactively contribute with experience blindspots, constantly have an eye open for the real experience and continuously drive Glovo end to end Agent Journey to the next level Make Glovo prioritize improvements to facilitate agents’ work to be able to solve customers’ issues/incidences. Be a key point of contact for Projects to analyze how new projects affect agents’ work and how we can make them easier for them in terms of tools, information finding and process clarity. Map agent journey end to end and identify areas of improvement Develop strategic actions to boost Live Ops agents motivation, engagement and retention through their cycle. Motivate Live Ops agents and guide them to what’s a great customer service agent Generate Glovo engagement and empathy towards live ops agents and defend their experience towards new initiatives / product features Manage Live Ops agents motivation and retention through all the journey in Glovo
You have:
3-5 years of experience in similar roles Experience in start-ups, consulting, investment banking, VC, PE, Call centers are highly preferred Fluent in English, any additional language is a plus Advance MS and Google package Global mentality and international experiences Data analytics is a plus (SQL, python, looker) Problem solver and a structured and sharp mind Team player and proactive can-do attitude Responsible and able to prepare quality reliable outputs Willing to take responsibility from day 1 Passionate about Customer Experience and excellent customer service Enthusiast for the super app industry and looking forward to work in a fast paced startup environment A lot of GAS
Experience our Glovo Life benefits:
Enticing Phantom Shares plan Attractive Relocation package (if applicable ;)) Comprehensive Private Health Insurance Cobee discounts on kindergarten, transportation, and food Free monthly Glovo credits to spend on our restaurant products (and zero Glovo delivery fee on all Glovo orders!) Cool perks such as fresh fruit and healthy snacks every day, beers on Fridays, the Glovo Festival every quarter! Discounted Gym memberships Flexible working environment
What you’ll find when working at Glovo:
Gas: We work hard with energy and passion for what we do. Care: We act in the best interest of a sustainable future. Good vibes: We always see the positive side in every situation and act with fairness and honesty with everyone. Stay Humble: We embrace mistakes and feedback to learn from them. Glownership: We roll up our sleeves and get work done no matter our position and level. If you believe you match these values, we look forward to meeting you! At Glovo we believe that diversity adds incredible value to our teams, our products, and our culture. We know that the best ideas and solutions come by bringing together people from all over the world and by fostering a culture of inclusion where everyone feels heard and has the chance to make a real impact. It's because of this that we are committed to providing equal opportunities to talent from all backgrounds. Wanna take a peek into what it's like to work at Glovo? Follow us on Instagram and like us on Facebook!
Información extra
- Status
- Inactiva
- Estudios requeridos
- Otros
- Localización
- Barcelona
- Horas a la semana
- 8 - 40
- Tipo de contrato
- Tiempo completo
- Tipo de trabajo
- Marketing / Publicidad
- Carnet de conducir
- No
- Vehículo
- No
- Carta de motivación
- No
- Idiomas
- Inglés
Barcelona | Trabajo de marketing | Tiempo completo | Otros
