Process Expert (US ) Location: Kolkata About Team: Call Center channel is one of the fastest growing channel for OYO USA. Generating demand through the inbound and outbound calls. Looking for a dynamic and resourceful go getter for our call centre operations in Kolkata. You will get a chance to be part of one of the biggest direct channels for US and to drive long term growth for the company. About the role : Role is about managing day to day operations of call center for direct channel and driving the CC inbound and outbound sales business which includes following 1.Partner Management: Drive and achieve the sales target through the partners team on ground. 2.Process Governance: Ensure process maps and workflows are in place and validated regularly. Validate quality reports and audits, ensure training need identification is accurate and regular. BQM process audit and management. 3.Continuous Process Improvement: Drive Improvement projects, Just Do It and Best Practices across delivery teams.Identify and mentor improvement projects (PE projects).Identify and mentor Customer Experience &amp; Business impact projects. Identify and mentor cost efficiency projects. Drive business transformation through PE Methodology and Analytics. 4.Metrics Management: Ensure accurate and regular reporting, of agent performance, roster planning, business performance report. Ensure metrics &amp; reporting activities are seamless. 5.Stakeholder Management: Connect with relevant stakeholders on a regular basis, conduct weekly business performance reviews.Promptly address any process gaps and stakeholder priorities 6. Hiring and Training: Ensure hiring and training SOP adherence, conduct interviews to ensure right skill set in agents. Key Skills : - Great communication skills in English. - Attention to detail - 5-8 years of experience in call centre operation in sales process, preferably for a US process. - Ability to work closely &amp; effectively with internal and external stakeholders and drive business agenda - High Knowledge of Business units operations and core processes - Savvy in methodologies of gathering requirements and modelling business process flows - High level of integrity, confidentially, and accountability - Flexibility to work in a dynamic environment - Comfortably using MS Office, could be power user of Excel, using basic macros and scripting.

Kolkata

OYO - Process Expert - Call Centre Operation 

OYO - Process Expert - Call Centre Operation  ,Job Description for OYO - Process Expert - Call Centre Operation  in OYO in  Kolkata for (5-10) years of experience. Apply Now!

Job Description for OYO - Process Expert - Call Centre Operation  in OYO in  Kolkata for (5-10) years of experience. Apply Now!