Key Responsibilities
Operations
- Responsible for delivering Conversion & Chat Revenue Targets (Direct & Indirect)
- Revenue Impact: Euro ~2.5 Mn / Month
- Delivering optimal response time to customers
- FRT: 600s, AHT: 1200s
- Delivering a high level of CX Experience to customers
- CSAT: ~93%
- Ensuring most accurate solutions are provided to the customer inquiries
- Audit: ~120 cases / day
- Resourcing & Manpower planning (Roster Management) for the shifts & weekends basis the volume inflow
- Lead the TLs of Direct Chat & Indirect Chat (3 X TLs) to deliver on chat performance numbers
- Ensuring response rate of 90% on OTA platforms
- Ensure timely response to the guest's reviews on OTA platforms like Airbnb
- Lead the post-booking inquiry management process for Airbnb ~200 inquiries/day
- Ensuring discount programs are delivered within the budget
- Generating insights from Guest Reviews and sharing actionable with the OTA team.
Training
- Organize bi-weekly training for the chat team on issues impacting conversion, and errors reported in the audit
- Training of the new employees/ TLs
- Training of Agents / TLs on the IGMS tool
Reporting & Dashboarding
- Daily reporting on manpower productivity, conversion.
- Opportunity identification through region X chat X conversion matrices, and discuss the key opportunity areas with the team to grow conversion
Tech & Automation
Chatbot Implementation for the pre-booking chat to improve response time and optimize manpower
Work with IGMS (Third Party Vendor) to ensure the optimal working of IGMS system, recommend and deliver process changes & enhancements
Qualifications
- min 2 years of experience in relevant industry/function
- Bachelors or Master’s degree & above in the related field
- Experience delivery of large, cross-functional projects in a dynamic environment
- Excellent communication skills, ability to simplify complex topics for broad audiences, and targeting the message to specific audiences.
- Strong proficiency in data
- Proven analytical and quantitative skills and an ability to use data and metrics to back up assumptions, develop business cases, and complete root cause analyses
- Strong Interpersonal, communication, and presentation skills