OYO Rooms - Head of Chat Process ( 2-6 years exp.) Who are we? OYO is the world's fastest-growing chain of fully operated, franchised and leased hotels. OYO's mission is to upgrade all forms of real estate and thereby provide quality living spaces to travellers around the world. In a short space of time, OYO has grown to more than 800 cities in 80 countries, including the USA, Spain, UK, India, Malaysia, Middle East, Indonesia, Philippines and Japan. Here in Europe, we've been growing since October 2018 and we have expanded steadily. You may have spotted one of our hotels on your high street - they are popping up UK and Spain wide. If you are looking to work for a high-growth, disruptive and technology-led business that is looking to transform the hospitality industry, then OYO is the business for you. You need to be a self-starter, who is ambitious, commercial, and collaborative - someone who constantly strives for improvement and always looks for growth. We look forward to you joining our family of OYOpreneurs! Operations Responsible for delivering Conversion & Chat Revenue Targets (Direct & Indirect) Revenue Impact: Euro ~2.5 Mn / Month Delivering optimal response time to customers FRT: 600s, AHT: 1200s Delivering high level of CX Experience to customers CSAT: ~93% Ensuring most accurate solutions are provided to the customer enquiries Audit: ~120 cases / day - Resourcing & Manpower planning (Roster Management) for the shifts & weekends basis the volume inflow - Lead the TLs of Direct Chat & Indirect Chat (3 X TLs) to deliver on chat performance numbers - Ensuring response rate of 90% on OTA platforms - Ensure timely response to the guests reviews on OTA platform like Airbnb - Lead the post booking inquiry management process for Airbnb ~200 inquiries / day - Ensuring discount programs are delivered within the budget - Generating insights from Guest Reviews and sharing actionables with the OTA team. Training : - Organize bi-weekly training for the chat team on issues impacting conversion, and errors reported in audit - Training of the new-employees/ TLs - Training of Agents / TLs on the iGMS tool Reporting & Dashboarding: - Daily reporting on manpower productivity, conversion. - Opportunity identification through region X chat X conversion matrices, and discuss the key opportunity areas with the team to grow conversion Tech & Automation : - Chatbot Implementation for the pre-booking chat to improve response time and optimize manpower - Work with iGMS (Third Party Vendor) to ensure optimal working of iGMS system, recommend and deliver process changes & enhancements QUALIFICATION, EXPERIENCE AND KEY SKILLS : - Bachelor's degree / MBA (Tier 1/Tier2) - 2-6 years of relevant experience - Well versed with various performance metrics and dashboard. - Good analytical and numerical skills for data crunching. - Knowledge to develop strategic processes. - Ability to work under tight deadlines. - Excellent communication skills.

Gurgaon/Gurugram

Delhi NCR

OYO Rooms - Head - Chat Process 

Job Description for OYO Rooms - Head - Chat Process  in OYO Rooms in  Gurgaon/Gurugram Delhi NCR for (2-6) years of experience. Apply Now!