Associate Director - Social Media & Critical Escalations (Contact Center) Required Skills : - Bachelor's degree or MBA - Prior professional experience with, Escalations management,optimization, processes, systematic organization, program/project management - 12 to 15 years of relevant business experience - A self-starter, who is comfortable working in an environment far from regional or headquarters support, and inspires the trust and confidence of management - People management experience with demonstrated ability to effectively manage, set team goals, develop people to their highest levels of performance, and guide your teams through challenging managerial situations - Strong problem-solving skills with an ability to derive innovative solutions, a hands-on decision maker - Experience of working with consumer facing mobile tech start up with be preferred. - Experience in managing risk assessment team will be an added advantage - Proven track record and relationships in the area of safety and/or consumer protection - either for a company, a third party will be preferred - Can deal with the ambiguity that sometimes comes from working cross-functionally - Heavy focus on safety, people management, leading leaders, data analytics, and process continuous improvement Responsibilities : - Leading a team of smart safety professionals with expertise in managing safety situations (road safety, personal safety, women's safety) - Develop an overall safety strategy for the response team - Will be at the forefront of defining the right response to safety related issues with a strong obsession for best customer experience and utmost care for their safety. - Partnering with internal stakeholders to build strategies, and campaigns, that promote best practice safety regulations - Will be tasked with scaling support, especially for safety incidents, in an innovative way at a company that's growing at an amazing speed and changing constantly - Establishes relationships with different teams within Ola to make safety projects successful - Work with city team and safety leader on issue resolution. - Work closely with Product/Tech teams to improve Customer experience through continuous innovation and to avoid any safety related concern for the customer and partner. - Pilot and own new initiatives and support-driven projects to continuously improve the level of support we provide - Do RCA's on all major Safety issues reported and work with cross functional team to do RCA's and suggest fixes to avoid such instances - Intuitively understand and care for safety matters - Support the Safety team through ways of improving a safer life for partners and customers - Develop a systemic process to collect data and analyze the causes of a safety incident and generate required reporting.

Bangalore

Head - ORM/Critical Escalations - Contact Center/CX 

Head - ORM/Critical Escalations - Contact Center/CX  ,Job Description for Head - ORM/Critical Escalations - Contact Center/CX  in Bask HR in  Bangalore for (12-15) years of experience. Apply Now!

Job Description for Head - ORM/Critical Escalations - Contact Center/CX  in Bask HR in  Bangalore for (12-15) years of experience. Apply Now!