BPO Operations Lead – Service Delivery & Quality

Delivery Hero · , punjab, pakistan, Pakistan

Glovo is seeking a Hub Operations Lead in Pakistan to act as the main operational point for our BPO partner, ensuring alignment with standards and performance targets. You will monitor KPIs such as SAT, FCR, AHT, productivity, and quality scores, driving improvements and collaborating with WFM, Quality and Training to rollout initiatives.

You will escalate incidents and partner with internal teams to translate data into actionable insights, fostering a culture of continuous improvement at the