OLX - Associate Director - Contact Center Operations

Associate Director

Associate Director, OLX, Gurgaon

We're looking for an individual who would lead our efforts in building, scaling and growing our efforts to scale up businesses by assisting our users in generating higher value. This position will primarily be responsible for increasing customer show up at our retail stores majorly through centralized calling efforts. Aside from that, this position would head our efforts around improving customer services and would be responsible for deploying and improving NPS.

At present, we already are a 170+ tele-calling team Mostly in-house while we are yet to initiate efforts around setting up a customer service team. Our Plans are to rapidly ramp up the current tele-calling efforts and customer service setup.

What you will be doing :

- Leading the Contact Center operation and playing an active role in decision making for both long term and short term growth plans.

- Successfully partner with various city leaders, central functions and lead in developing & implementing sales and service strategies for each city.

- Managing the entire Telecalling team. hiring/training/developing agents and management team, process: tight operational rigour with best-in-class processes and infrastructure, expertise: build businesses through learning more about the industry and scaling team capabilities

Completely own key metrics: conversion rates, quality, NPS, FCR and operational metrics: AHT, AUX, Idle Time, Shrinkage, EPH and others.

Who we're looking for :

- You should have had prior telesales & customer service leadership experience. Ideally one should have 10+ years of relevant work experience.

- Have led large teams (100+ member teams) and managed multiple channels outbound and inbound calling, chat, email etc.

- You should have worked within e-commerce/and in OPS consulting for some part of your overall experience in a leadership position. It would be advantageous if you have exposure to partnering with regional/global stakeholders.

- Must possess a good mix of strong operational expertise, strategic outlook, influential communication, analytical, interpersonal, negotiation and leadership skills to be successful in this role.

- You should have an entrepreneurial outlook and an ability to lead your team by example. Apart from that, you should have experience in ensuring deliverables under short deadlines and rapid changes.

- Educational qualification of an academically rigorous MBA from a premier institute is Mandatory.

- Good to have : Six Sigma certification; Consulting background

What we'll give you :

- Contributing to the global OLX Group success

- Work with an international team of top engineers learning from one another

- Opportunity to pursue your further academic goals

- Competitive salary and great benefits

What you need to know about us :

- OLX is setting up an innovative drift in used cars sales. Our nationwide network of purchase centers use an internally developed algorithm, and a professionally trained team to conduct inspections

- OLX is part of the OLX Group, a global product and tech company with 17 brands, +40 countries, +5000 people and one mindset.

- Our mission is to make it super easy for people to buy and sell almost anything, boosting local economies.

- We are proud to be different, and we work differently too. We combine the spirit and agility of a start-up with the maturity that comes from being part of a 100-year-old company.

- We are curious, ambitious and allergic to corporate interference. We improvise, experiment and push each other further, embracing uncertainty and driving change.

If you are as excited as us about this position and our company, we hope you join us! If you'd like to learn more about the OLX Group take a look at the other parts of our website. And remember, we are equal opportunities employers.