Operations Manager - Work From Home - Full Time - Salary (18L -30L)

Job Title / Designation: Operations Manager

Location: Anywhere in India (Remote - WFH)

Experience: Operational experience preferable, but not necessary.

Skills: Comfort with English speaking & writing. Managing team. Multitasking.

Qualification: Graduate from tier 1 college or tier 1 MBA institute.

International Exposure: London onsite posting to exceptional candidates

What is the business

We are getting into the business of providing services such as plumbing, electricals, moving using AI to customers in the UK through a chatbot. Our business is at the intersection of technology and sustainability.

We will be starting the service of picking up used materials (eg. old furniture, fridge) from offices and houses which needs to be taken to a recycling facility. Customers book the collection service on our platform and our drivers pick up the items to take them to the recycling centre.

What you will be doing

• 360 degree interaction!
• interacting with company management, customers (hotels, offices etc) and suppliers (eg. drivers)

• Performance measurement
• monitor that the live chat agents are doing their work efficiently through objective metrics
• make dashboards to present performance analytics to management

• Managing live operations
• managing live chat agents who will be making live chat sales to customers
• troubleshoot any questions asked by the live chat agents / handle lot of micro tasks
• occasionally doing voice communication to resolve issues with UK customers in case the live chat agents are not able to handle the issue
• Success of your performance will come from how easily live chat agents are able to handle issues themselves without escalation to you while achieving their sales goals
• Live chat agents and driver login and logout

• Recruitment & Training
• manage recruitment of live chat agents
• manage recruitment of suppliers (eg. drivers)
• make training material to train the live chat agents. There will be about 20-30 live chat agents who will need to be trained. So you cannot expect to train live chat agents manually
• Make a training process
• make tests to assess if live chat agents have been trained effectively

What skills you should have:

• Immense comfort with technology and tools - eg making loom videos; chatting on slack; using airtable for dashboards etc. Even if you don't know any tool, you should be willing to learn it and feel comfortable with it.
• Immense comfort with spreadsheets as you will be making dashboards for analytics
• Immense comfort with english speaking skills as you will be making videos of training material and communicating with British customers
• Comfortable with live voice communication as you will be speaking to British customers
• Clarity of thought on task management - being able to prioritise between tasks on the basis of their importance. If are not able to prioritise tasks, then the operations will become to heavy to manage
• You should be able to identify areas of efficiency to reduce operational load. If the live chat agents are not doing their job properly, issues will keep escalating to you and you will not be able to handle it

What experience should you have?

• Ideally if you have handled live operations that would be useful eg call centre or live logistics operations or even live operations in a hotel
• Above experience is not necessary if you have the common sense to manage live operations