OYO Rooms - Project Manager - Call Center Operations

Work closely with Customer Service Center Operations team to:

1. Develop accurate forecasts and operating model for call center operations

2. Forecast and drive hiring plans

3. Detailed performance assessment and evaluation of service partner on SLAs for Ops, quality, cost and delivery

4. Initiate and drive projects to meet SLA target

5. Keep a track on daily performance

4. Drive cost management by identifying right outsourcing partners/locations, productivity improvements etc

5. Innovate using latest technology to improve call quality and create best in class customer contact service

Skills

1. Prior experience of Operations

2. Good knowledge of advanced excel, SQL, R and Python

2. Strong problem solving and analytical skills

3. Good written communication

4. Ability to manage stakeholders

5. Prior experience of 3-6 yrs