Global Live Operations Training Manager (They/She/He)

    myGwork Published: October 19, 2021
    Location
    Barcelona, Spain
    Job Type

    Description

    About Glovo:

    We’re a Barcelona-based startup and the fastest-growing delivery player in Europe, Africa, and Western Asia. With food at the core of the business, Glovo delivers any product within your city at any time of day.

    At Glovo, you’ll have the job of your life while working together towards our shared vision to give everyone easy access to anything in their city. We welcome top performers that will bring new ideas, diverse perspectives, and provide you the opportunities and freedom to grow and make a real impact on millions of lives… all while having fun!

    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.

    In your application, please feel free to note which pronouns you use (For example: she/her/hers, he/him/his, they/them/theirs, etc).

    Your work-life opportunity:

    A Global Training Manager will help our business by leading, developing, facilitating and supervising our global training programs strategy for thousands of outsourced contact center agents around the world. They will assess the needs of a business, design and implement training and development plans, and facilitate a wide variety of training programs that enhance the effectiveness of our contact centers workforce.
    To ensure success, the Global training manager should understand the business operation and decision-making processes with a keen interest in producing targeted and tangible results by creating an effective and efficient workforce through training. The goal is to promote efficiency and competitive advantage by developing the skills of our customer service personnel.
    Top candidates will be innovative, strong decision-makers and outstanding facilitators of learning and change.

    You have:

    • Identify and assess the training needs of the Liveops (Customer Service) organization through job analysis, career paths and consultation with other managers (QA, Regional Hub managers, and Data).
    • Organize the global training team to create a curriculum to facilitate strategic training based on the organization's goals. Design the best training and development strategy for all of our Contact Centers with thousands of agents across the world.
    • Evaluate organizational performance to ensure that training is meeting business needs and improving performance. Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them
    • Identify problems and opportunities such as operational changes or industry developments that training could improve.
    • Develop individualized and group training programs that address specific business needs: new agents on-boarding, teach new processes, refresh existing processes, among others. Develop training manuals that target tangible results.
    • Select and manage the training team and resources, including working with both internal employees and training vendors to develop and deliver training.
    • Effectively manage the training budget and seek opportunities to reduce it.
    • Be on top of training trends, developments and best practices. Implement effective and purposeful training methods, including gamification, e-learnings, among other new trends.
    • Drive brand values and philosophy through all training and development activities.
    We are always looking for the best candidates, so if you think you would be a good fit even if you don't meet 100% of the requirements we would love to hear from you!

    Experience our Glovo Life benefits:

    • Enticing equity plan
    • Top-notch private health insurance
    • Monthly Glovo credit to spend on our restaurant products and zero delivery fee on all Glovo orders!
    • Discounted gym memberships
    • Flexible time off (take the time you need) and hybrid working model (own your time)
    • Enhanced parental leave including nursery support!
    • Online therapy and wellbeing benefit
    • External learning budget

    What you’ll find when working at Glovo:

    • Gas: We work with energy, innovation and passion for what we do. We are committed.
    • 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 regardless of gender, sexual orientation, religion, and abilities.
    • 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!
    Wanna take a peek into what it's like to work at Glovo? Follow us on Instagram and like us on Facebook!
    Glovo is transforming the way consumers access local goods, enabling anyone to get almost any product delivered in minutes. Our on-demand logistics connect customers with independent local couriers who acquire goods from any restaurant or store in a city, as well as deliver urgent packages for a variable fee.
    For additional information on Glovo, please visit https://about.glovoapp.com/
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