OYO Rooms - Head - Chat Sales

OYO Rooms - Head of Chat sales

OYO Rooms - Head of Chat Sales ( 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 travelers 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 to 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.