OyoCSM Looking for Process Expert – Customer Service | UK Shift at Gurgaon, Haryana Full Time

From 2 to 6 year(s) of experience

Gurgaon/Gurugram

₹ 3,00,000 – 5,00,000 P.A.

Job Description

We are currently hiring for process experts for our customer service centre for Gurgaon location. The incumbent will be working in UK Shift and be responsible for

1. Process Governance:
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 :
Drive Improvement projects, Just Do It and Best Practices across delivery teams

Identify and execute Customer Experience & Business impact projects- basis regular call audits

Identify and execute Customer Experience projects

Continuous input and improvement basis on feedback from customers

Support & promote Innovation

3. Metrics Management:
Ensure metrics & reporting activities are seamless

Review Data Collection Plan for any gaps, maintaining all performance data

Random audit on metrics to identify and curb any improvement opportunities/inefficiencies

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

Skills:–

2 to 5 years hands in customer service operations management.

Demonstrated leadership and development skills.

Strong facilitation, conflict resolution and ownership.

High Knowledge of Business units operations and core processes

Savvy in methodologies of gathering requirements and modelling business process flows.

Comfortable using MS Office, Could be a 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.

Industry: Internet

Functional Area: Customer Success, Service & Operations

Role Category: Customer Success, Service & Operations – Other

Role: Customer Service

Employment Type: Full Time, Permanent

Keyskills

process mappingbusiness processservice operations managementstakeholder managementcallingcustomer service operationsprocess improvementmetrics reportinguk shiftcustomer experience

Education:UG -Any Graduate

Company Profile

OyoRooms

Opening its doors in 2013, OYO is today the leading technology and revenue growth platform for 100K+ small hotels and homeowners across 800 cities in 80 countries, including India, US, UK, Europe, Southeast Asia and Middle East. With cutting-edge technology and top industry leaders who love taking risks, we are investing in cloud kitchens, co-living, co-workspaces, student housing, extended stay residences, and grand hotel projects. If you are ambitious about technology & growth and seek a buzzing young work culture, OYO is the place for you!