Head - Operations

Haptik

Mumbai, Maharashtra, India Remote

Full-time

Customer Success

Sep 7

What we want to accomplish and why we need you?  


Interakt is the leading WhatsApp Business Platform for small businesses in India, having helped over 1000+ SMBs streamline sales and communications on WhatsApp, and processed over 15+ million conversations to date. Interakt has been at the forefront of conversational commerce and has helped transform conversations into sales on WhatsApp. Our WhatsApp API solution can be customized to suit any and every business’s needs. With a 50 member strong team, Interakt is truly poised to lead the Conversational Commerce in India.

Become part of the future of Conversational Commerce with Interakt - come and join us! We are on the lookout for a Head - Operations to join our team.

 

Haptik's hybrid work model


Haptik plans to operate in a hybrid work-model where our employees will have the flexibility to Work-from-Home (WFH) for up to 3 out of 5 working days every week.

In addition to Mumbai where we already have an office, places like Bangalore, Delhi/NCR and Pune will also have an office space soon in 2022 as many of our current employees are also based in these cities.

You’re encouraged to apply only if you’re either based in one of these 4 cities (Mumbai, Bangalore, Delhi, Pune) or are open to relocating to one within 6 months of joining us.

 

What will you do every day?

  • Identify and drive process improvement efforts and cross-functional projects, collaborating often with various customer-facing teams
  • To collate the data on calls/chats/tickets resolved and reporting the same to Head of Sales & Support on a daily basis
  • Supervising the team of tele-callers & support agents to monitor the daily work progress
  • Analysis of the daily calling data and information received 
  • Training of newly joined call centre agents 
  • Weekly, Monthly Reporting of calling data of all BDE / Tele-callers 
  • Managing all escalations from the call centre agents and resolving queries through chat + Tickets 

Ok, you're sold, but what are we looking for in the perfect candidate?

  • Customer Focussed 
  • Process Oriented
  • Excellent Written and Oral Communication skills 
  • Leading Teams Conflict Management and Resolution 
  • MS Excel MIS Reporting Knowledge of filing process and documentation 
  • Knowledge of Call Centre operation metrics
  • Minimum Graduation Experience (Years) 8 to 10 years Experience (Qualitative) English speaking service industry / BPO industry 

 Requirements*

  • Maximize efficiency and productivity through extensive process analysis and interdepartmental collaboration
  • Set strategic goals for operational efficiency and increased productivity
  • Analyze current operational processes and performance & suggest improvements 
  • Have a mature outlook and experience of leading large remote teams (Typically > 20 resources) for at least 2 years 
  • Have excellent leadership skills 
  • Excellent communication & Interpersonal skills 
  • Experience in working and driving cross functional teams 
  • Should have worked in fast paced organizations

* Requirements is such a strong word. We don’t necessarily expect to find a candidate that has done everything listed, but you should be able to make a credible case that you’ve done most of it and are ready for the challenge of adding some new things to your resume.

 

Tell me more about Haptik

  • On a roll: Announced major strategic partnership with Jio. 
  • Great team: You will be working with great leaders who have been listed in Business World 40 Under 40, Forbes 30 Under 30 and MIT 35 Under 35 Innovators. 
  • Great culture: The freedom to think and innovate is something that defines the culture of Haptik. Every person is approachable. While we are working hard, it is also important to take breaks to not get too worked up. 
  • Huge market: Disrupting a massive, growing chatbot market. The global market is projected to attain a valuation of US $0.94 bn by the end of 2024 progressing from US $0.11 bn earned in 2015. 
  • Great customers: Businesses across industries - Samsung, HDFCLife, Times of India are some that have relied on Haptik's Conversational AI solutions to engage, acquire, service and understand customers. 
  • Impact: A fun and exciting start-up culture that empowers its people to make a huge impact.

Working hard for things that we don't care about is stress, but working hard for something we love is called passion! At Haptik we passionately solve problems in order to be able to move faster and each Haptikan imbibes our key values of honesty, ownership, perseverance, communication, impact, curiosity, courage, agility and selflessness.

#Li-Hybrid

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Haptik

Haptik powers Intelligent Virtual Assistants (IVA) that transform Customer Experience.

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