- At OYO, we seek dynamic individuals with a strong customer focus to help us become the most loved hotel brand in the world- Role Requirements: Nature of experience : - 10 - 14 years experience in customer service operations management. - Strong facilitation and conflict resolution skills - High Knowledge of Business unit's operations and core processes - Savvy in methodologies of gathering requirements and modelling business process flows. - Comfortably using MS Office, Could be power user of Excel, using basic macros and scripting. Expertise (basic, intermediate, or deep) in specific applications/solutions, including their main business objects, services, and processes - Strong Analytical Skills, Dialer/Freshdesk Management &amp; Customer Handling Process Responsibilities Process Governance: 1.Ensure process maps and workflows are in place and validated regularly - Identify and mentor top down improvement projects basis Process Governance reviews - Understand the end to end process flow 2. Continuous Process Improvement :&nbsp; - 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 - Support &amp; promote Innovation 3. Metrics Management: - Ensure metrics &amp; reporting activities are seamless - Review Data Collection Plan for any gaps - Random audit on metrics to identify and curb any improvement opportunities/inefficiencies - Drill down on any CTQs 4 Stakeholder Management: - Connect with relevant stakeholders on a regular basis; - Promptly address any process gaps and stakeholder priorities - Gain a seat on the table and insure participation on key initiatives of the LOB assigned 5.Change Management : - He should have change management mindset and be able to work with teams. - Understand process expectations and deliver. Competencies : a) Managerial Creativeness / Decision Maker / Initiator - Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. b) Functional Customer Centric &amp; Profit centric. - Call Center Project management experience. Business analysis and metric skills. Excellent verbal and written communication. Strong facilitation, conflict resolution, and investigative skills.

Gurgaon/Gurugram

OYO Rooms - Senior Manager - Call Center Operations 

OYO Rooms - Senior Manager - Call Center Operations  ,Job Description for OYO Rooms - Senior Manager - Call Center Operations  in OYO in  Gurgaon/Gurugram for (10-14) years of experience. Apply Now!

Job Description for OYO Rooms - Senior Manager - Call Center Operations  in OYO in  Gurgaon/Gurugram for (10-14) years of experience. Apply Now!