Real Time Operations Supervisor (They/She/He) - Bosnia and Herzegovina

If you’re here, it’s because you’re looking for an exciting ride. 

A ride that will fuel up your ambitions to take on a new challenge and stretch yourself beyond your comfort zone. 

We’ll deliver a non-vanilla culture built on talent, where we work to amplify the impact on millions of people, paving the way forward together. 

Not your usual app. We are the fastest-growing multi-category app connecting millions of users with businesses, and couriers, offering on-demand services from more than 170,000 local restaurants, grocers and supermarkets, and high street retail stores. We operate in more than 1500 cities across 25 countries.

Together we revolutionize the way people connect with their everyday needs, from delivering essentials to connecting our ecosystem of users through innovative solutions powered by technology. For us, every day is filled with purpose.

What makes our ride unique? 

🤝 Our culture and strong values. 

💪 Our career development philosophy.  

🤝 Our commitment to being a force for good. 

We have a vision: To give everyone easy access to anything in their cities. And this is where your ride starts.

YOUR MISSION

Join our young, dynamic team at Glovo and lead Real Time operations in the Balkans (Serbia, Bosnia, Croatia & Montenegro). RTO provides support and manages proactively all the issues that appear in the delivery flow impacting at an order, city or country level.

THE JOURNEY

• The Operations Supervisor is the one responsible for the well being and performance of the Local RTO Team. From ATS and Courier Support to the Growth agents, the Supervisor needs to make sure that the agents have the quality and efficiency at the levels agreed supporting with the training, process implementation and adherence and other administrative tasks that may be required. 
• The Operations Supervisor is the one responsible for assuring in real time that the operations are going as planned and works hand in hand with the Control Center to ensure that any possible deviation from the targets is addressed on time and taking into consideration all the local particularities. 
• The Operations Supervisor is the one responsible for identifying proactively and with time in advance any kind of event that might disrupt the operations, working closely with the Local Team to assess the possible impact and actions, creating an Action Plan that is aligned with the Control Center for the execution. 
• The Operations Supervisor is responsible for acting as a support member for the Local Operations team, helping them to handle situations that are out of the ordinary, design ad hoc processes or action plans for local problems and overall being at the service of the operations when needed. Main topics where RTO can assist are Big Orders, DRB, Bad Weather, Fraud, Cancellations, Contact Rate.

WHAT YOU WILL BRING TO THE RIDE

• Experience in working with BPO’s or inside BPO’s as a Team Leader/ Manager.
• Experience in KPIs tracking and creation and optimization expertise in terms of processes and ways of working.
• Problem-solving skills.
• Excel and Google sheets proficiency.
• Knowledge in SQL (is a plus!).
• Knowledge of visualization tools like Looker (is a plus!).
• Exceptional verbal and written communication skills (English is a must) and stakeholder management.
• Proactive, organized, and results oriented.
• Leadership - you can motivate your teammates. You’re great at making tough decisions in a sea of ambiguity and keeping everyone on track.

Individuals representing diverse profiles, and abilities, encompassing various genders, ethnicities, and backgrounds, are less likely to apply for this role if they do not possess solid experience in 100% of these areas. Even if it seems you don't meet our musts don't let it stop you, we are all about finding the best talent out there! Skills can be learned, and embracing diversity is invaluable.

We believe driven talent deserves:

• 🌟 An enticing equity plan that lets you own a piece of the action.
• 💪 Top-notch private health insurance to keep you at your peak.
• 🍔 Monthly Glovo credit to satisfy your cravings!
• 💳 Cobee discounts on transportation, food, and even kindergarten expenses.
• 🏊 Discounted gym memberships to keep you energized.
• 🏖️ Extra time off, the freedom to work from home two days a week, and the opportunity to work from anywhere for up to three weeks a year!
• 👪 Enhanced parental leave, and office-based nursery.
• 🧠 Online therapy and wellbeing benefits to ensure your mental well-being.

Here at Glovo, we thrive on diversity, we believe it enhances our teams, products, and culture. We know that the best ideas come from a mashup of brilliant diverse minds. This is why we are committed to providing equal opportunities to talent from all backgrounds - all genders, racial/diverse backgrounds, abilities, ages, sexual orientations and all other unique characteristics that make you YOU. We will encourage you to bring your authentic self to work, fostering an inclusive environment where everyone feels heard. 

Feel free to note your pronouns in your application (e.g., she/her/hers, he/him/his, they/them/theirs, etc).

So, ready to take the wheel and make this the ride of your life? 

Delve into our culture by taking a peek at our Instagram and check out our Linkedin and website!