The successful candidate will be responsible for the following:
General Operational leadership - Day-to-day management of the existing OLX customer support and content quality team. • Regular performance reviews for the team. • Analyzing and interpreting business performance data to identify issues and develop proactive solutions to maintain high standards. • Implementing standardized and consistent global best practice of operational excellence across all processes while applying continuous improvement principles.
Customer Support - Support the existing team in driving customer support improvements, including but not limited to: • Ensure that SLA agreements are consistently achieved. • Pro-actively lead user education initiatives on how to effectively use online classifieds to trade • Lead innovation efforts in new user support channels. • Work collaboratively with the product team to resolve platform issues to ensure uninterrupted service to the users. • Consistently obtain and act on user feedback geared towards improving the product and general service levels.
Content Quality – Support the existing team in achieving and maintaining high quality content standards on the site, including but not limited to: • Develop collaborative partnerships with relevant organizations aimed at preventing fraudulent activities that may be directed to users of the site. • Drive initiatives that clearly focus on buyer and seller success on the platform. • Provide thought leadership in accelerating improvements around content quality. • Ensure strictest levels of compliance are met.
Call Center – Support the existing team in delivering excellent and consistent support across each channel, including but not limited to: • Lead efforts in smooth operations of answering user queries across email, social media and in-bound calls. • Where necessary, re-design the call-center operational processes. • Evaluate emerging technologies. Provide thought leadership and perspective for adoption where appropriate.
Others – Ensure process standardization, knowledge sharing and management and drive learning and development initiatives. • Perform in-depth data analysis and work closely with the business intelligence team to understand challenges and trends of the business. • Work closely with business intelligence in the development of relevant operational metrics and dashboards.
Desired Skills and Experience
• A high level of charisma, consensus building and maturity when directing a young and enthusiastic team • Experience leading a high-volume call-center or customer service center with at least 10,000 queries (e-mail/calls) per day. Ability to lead teams of call center operators in a complex product environment e.g. telecommunications, financial services or ecommerce. • Previous experience partnering with law enforcement agents will be highly regarded. • Experience leading diverse teams both culturally and across geographies, especially within West Africa, is a must. • Articulate, clear thinking and excellent verbal and written communication skills. • Previous experience developing operational learning materials and SOPs. • Data driven mind set with proven project management skills. • Fast learner in a very dynamic environment • Strong hands-on attitude that enjoys creating and implementing new business solutions • Data driven and analytical with strong attention to detail. • Work experience in high-performance environments with a proven track record of personal, academic and professional achievements in an international field. • Passionate about online and has deep interest in developing businesses. • Humble, flexible personality with knowledge of the local Nigerian market. • Articulate, clear thinking, excellent verbal and written communication skills in English. • Verbal and written communication skills in French is a plus.
Qualifications and experience • University degree in Operations studies, Management or related field • MBA or any other relevant Master’s degree would be preferable • 5+ years experience in leading roles in Internet / Consulting / FMCG / Consumer Durables / Telco /BPO company. • Experience in using data analysis applications like Excel and Process design tools.