OlaCabs - Senior Manager - International Process - Contact Centre/Customer Service

Job Responsibilities:

- Responsible for Ola's International Care operations which is growing multiple folds

- Lead & Guide a team of Operation Managers & Team Leaders managing voice, e-mail, chat process and social media platforms for multiple line of businesses in multiple geographies

- Work closely with stakeholders

- Internal Stakeholders - Product, Tech & Business

- External Stakeholders - Vendor (Efficiency, Productivity, Customer Experience & Driver Experience, Critical Escalations, RCA)

- Work closely with Vendor by keeping regular and intact communication with Vendor about process performance, critical aspects and provide resolution

- Manage Vendor with span of more than 500 employees

- Aid in developing skills of Operations Managers & Team Leaders

Minimum Skills:

- Bachelor's degree or MBA

- Hard - core Vendor Management experience in Contact Centre/ BPO/ Customer Care Support/ Customer Service Support/ Tech Support

- 5+ years of prior professional experience in managing Vendor with international presence majorly in Australia, New Zealand & UK