Lead II Delivery Service Pakistan

About the role

Act as the main operational point of contact for our BPO partner in Pakistan, ensuring alignment with Glovo's standards, processes, and performance targets. You will obsess over day‑to‑day performance, track key KPIs and drive continuous improvement.

Key responsibilities

• Monitor and improve KPIs such as Satisfaction Scores, first contact resolution, average handling times, productivity and quality.
• Collaborate with BPO management and on‑site team leads to maintain high service quality, supporting onboarding, training and workforce management.
• Conduct regular operational reviews, identify root causes of performance gaps and implement corrective action plans.
• Partner with WFM, Quality, Training and other Glovo HQ teams to roll out initiatives, tooling updates and process changes.
• Escalate and manage critical incidents or service disruptions, coordinating rapid response across stakeholders.
• Serve as knowledge owner for market operational nuances, translating BPO data into actionable insights.
• Champion continuous improvement by identifying inefficiencies and proposing data‑backed solutions.

Required profile

• Bachelor’s degree in Business, Operations or related fields.
• 3‑5 years of experience in customer service operations, BPO management or similar operational role.
• Hands‑on experience working within or alongside BPO/outsourced environments, preferably vendor‑facing or on‑site.
• Strong analytical skills with comfort using operational dashboards and data.
• Excellent communication and stakeholder management abilities.
• Proven ability to operate autonomously, manage competing priorities and execute quickly in a high‑volume, fast‑changing environment.
• Fluency in English.