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06/01 Verified Recruiter
Talent Acquisition Lead at Olx Group

Views:861 Applications:122 Rec. Actions:Recruiter Actions:112

OLX Group - Assistant Manager - Customer Service (6-9 yrs)

Delhi NCR Job Code: 782306

Assistant Manager- Customer Service- Gurgaon, India

As an Assistant Manager you will be managing a large team of customer service professionals and driving operations in alignment with the business goals. For this role, you will work closely with our stakeholders to identify challenges they face on-the-job and recommend ways to plug process gaps and improve process efficiency. Overall, you will be expected to drive team performance with minimal supervision in achieving MoM & YoY KPIs.

What you will be doing -

The Assistant Manager will be responsible for:

- Planning, executing customer service functions and managing a 40+ team dealing with large volume of inbound calls, emails and social media support

- Supervising day-to-day operations, assigning daily work to the email team, prioritizing escalations, trust and safety related concerns, etc. and ensuring that the team addresses customer queries/concerns promptly and professionally

- Investigating and solving customers problems, which may be complex or long-standing; improving customer service procedures, and standards through continuous process improvement interventions

- Deriving actionable & relevant insights from data and other sources and executing business solutions that have significant impact on end-user experience

- Defining ideal way of measuring customer experience and proving linkage between the experience & business metrics

- Taking ownership of customers issues, following problems through to resolution, mentoring and developing customer service Agents along with the ownership of grooming Team Leaders for the next role

- Closely working with Business Intelligence & Analytics, Customer Centricity and other Cross-functional stakeholders to achieve the experience goals and recommending best practices to meet service level agreements and improving experience on OLX

- Providing decision support to key stakeholders around KPIs like Productivity, Customer Satisfaction (CSAT), First Reply Time, CX concerns, Quality, Call Abandonment, Average Handle Time, Shrinkage, Productive AUX, Client Escalations and many more

- Dealing with schedule changes, employee rostering, leaves, call volumes, attrition and other staffing issues and ensuring day-to-day operations organised

- Providing one-on-one feedback to employees on regular day-to-day operations, monthly scorecards and monitoring performance month-on-month

- Supervising employees and providing additional training and coaching as needed to ensure everyone is performing their job properly

- Addressing employee issues on the job to ensure everyone is thriving in the workplace and satisfied with the work environment

- Managing various process improvement projects and organising teams to assist in these efforts

- Acting as a role model for all employees by continuously exhibiting a high level of service and attention to detail in all tasks

- Collaboratively and closely work with vendor(s) to achieve process deliverables

Who were looking for:

The incumbent will be responsible for;

Job Specifications;

- Should have 8+ years experience required with Bachelors / Post Graduate degree in any specialisation or relevant field.

- A minimum of 5 years proven experience in a customer service position.

- Internet savvy and basic knowledge in Microsoft Excel and Word, good knowledge of operations, process management and customer service softwares, call centre operations, etc.

- Preferable industries are IT / BPO/KPO, Media, Travel and Dot Com.

- The job posting is based out of Gurgaon, however, has a blend of travel to vendor location in Noida.

Functional Skills Required;

- Excellent leadership and interpersonal skills,

- Outstanding written & verbal communication skills;

- Multitasking; Problem Solving; Ability to Work Well Under Pressure;

- Performance Management; Ability to Foster Teamwork; Attention to Detail;

- Good understanding of management practices and techniques; following company guidelines and procedures under minimal supervision

What can you expect from us and what do we offer?

Opportunity to work with India's 1 marketplace.

Be a part of a young, smart and rapidly growing team.

Competitive Compensation and Benefits.

Progressive Growth Path for Achievers.

Excellent Working Environment, Great Culture & Global Exposure.

Why OLX?

At OLX Group we have a clear ambition to empower millions of people across the globe by helping them connect and share their goods and services. This inspiring purpose has helped us build one of the worlds leading Internet companies. This combination of business and purpose attracts a certain type of person. If youve got an entrepreneurial drive and think you can use that drive to contribute to our purpose, then wed love to empower you to be successful.

OLX is a 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.

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 youd like to learn more about the OLX Group take a look at the other parts of our website. And remember, we are an equal opportunities employer.

Women-friendly workplace:

Maternity and Paternity Benefits

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