Job Description :
Who should consider this role:
If you have done all three below in the past, you are a dream candidate
- Scaled Telecalling (customer service) teams from 10-20 to 100-200 telecallers (hired and managed)
- Managed underlying systems (Fresh Desk, Zendesk etc.) for scaling customer service teams and maintaining quality at scale
- Interacted with Engineering / Technology team to implement system changes
Role: Director Business Head - Operations and Customer Experience
Eligibility Criteria :
- Candidate should have scaled customer service teams from 10-20 telecallers to 100- 200 telecallers
- Candidate should have interacted with Engineering / Technology team to implement systems to track quality and efficiency of telecalling teams
- Candidate should have set up SOPs and KRAs for the telecalling team + monitored metrics through systems
- Doing the above in a startup environment for 3-5 years is a required criterion for this role
- Prior experience in No Broker, My Gate, Licicous, Zolo Stays, Zoom Car, Dunzo, Clear Tax, Swiggy, Ola, Myntra would be a big plus
- Should be BTech/BE from top institutes
- Should be ready to relocate to Bangalore
Responsibilities:
- Hire and lead an efficient tele calling operations team
- Manage quality and efficiency through CRM systems (Fresh desk, Zendesk, etc.)
- Define SOPs and KRAs for the telecalling team
- Set up quality, efficiency and training metrics for monitoring telecalling team
- Complete ownership of increasing NPS & CSAT
- Interact with Engineering / Technology team to implement product changes (user insights)
- Leverage role of technology in building scalable operations systems
- Coordinate with and influence key stakeholders within the company to achieve target metrics
Skills:
- Team building and management via systems
- Apply systems thinking in problem solving
- Operations design expertise
- Customer Experience understanding
- Ability to paint a vision of product changes and leverage technology
- Get things done (hustler) in ambiguity
- Ability to influence stakeholders outside your sphere of influence
Didn’t find the job appropriate? Report this Job