AVP - Operations - Internet/Online

AVP Operations Required IN Online Based Company@ Bangalore Location

Talenttree Business Consulting is one of the leading recruitment firm. We are hiring for our client Akosha.com

About Company :

Akosha now helpchat is a platform for consumers to chat with brands and businesses directly. We connect consumers directly with experts and businesses for instant resolution of their queries. You can now chat and get instant and personalized help on almost anything like checking train PNR status, booking a taxi, ordering food, finding the best telecom/DTH plan, check-in to a flight or tech support for your mobile/laptop etc. Download our app from Android Play Store (www.bit.ly/1C33Yvg) to get a better idea. We are a 400+ people strong company and work with 500+ brands across India. We have recently raised Series B funding of 100 crores from Sequoia Capital!

We are bringing our version of ChatApp to addressing customer grievances -- allowing real-time interaction between an aggrieved customer and customer care agents. We are based out of Bangalore, Delhi & Mumbai.

Role : AVP - Operations

Reports To : VP - Process Excellence

Location : Bangalore

Job Overview :

- HelpChat is the true personal assistant app, helping users win the battle over tasks every day. The team that is on the other end of the chat currently handles over 40,000 chats per day, constantly aiming to provide an awesome user experience.

Key Roles & Responsibilities :

- Fundamentally focus on and drive a great user experience and implement the vision of being a true personal assistant for our users

- Ensure that the Operations metrics are aligned with the goals of the organization and met stringently every day

- Coordinate with the category planning team to make sure that the individual category changes and updates are percolated to all the operations personnel and implemented

- Lead all people management initiatives for a large team. Manage processes around rosters, attendance, workforce management, escalations efficiently

- Envision and implement constant process improvement initiatives to be at the forefront of latest developments of great customer experience

- Maintain regular reporting of all key metrics to senior leadership

Prerequisites :

- Should have worked in a new-age startup and been part of the rapid scaling phase

- Should be comfortable with frequent changes to processes and adapt quickly

- Should have managed a team of at least 300+ people, preferably in operations

Education :

- BTech or BE from a premier educational institution

- MBA a plus, though not mandatory

Experience :

- 7-10 years