Associate Director/Head - Operations & Customer Experience - Internet/Online

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