We are looking for a Chief Operating Officer at the FinTech company RoboFinance.
About the company:
- Developer of fintech products, solutions, and technologies for an international online lending service
- 300+ talented specialists in the team
- 24 million clients worldwide
- Building an effective online lending financial system since 2017
Your responsibilities will include:
- Organizing the work of all operational departments of the company (contact center, underwriting department, debt collection department, online sales department)
- Creating work schedules for subordinate employees in accordance with workload
- Assessing the volume and structure of incoming workload
- Daily monitoring of CRM/dialer performance, participation in system setup and functionality optimization;
- Organizing the work of the Quality Control Department
- Ensuring compliance with Service Standards requirements at all stages of service (speed and quality of response, etc.)
- Finding ways to improve service quality
- Daily monitoring of key contact center metrics and personnel performance against plans/norms
- Ensuring department scaling with business growth
- Writing scripts and training presentations
- Forming a personnel motivation system
- Organizing and conducting promotions, A|B tests
- Hiring and training new employees
- Developing and implementing work regulations and instructions
- Developing and monitoring KPI execution
- Developing and implementing new tools necessary for the departments' work
- Achieving planned targets for all departments
- Participating in automation - testing implemented functionality, preparing requests for system interface and/or system functionality
- High-quality tasking and control of technical task implementation (deadline control and acceptance)
What you need for this:
- Willingness to relocate to India (Delhi)
- Fluency in English (written and spoken)
- Full understanding of analytics, data collection, and contact center areas
- Minimum 3 years of experience in a related field on projects with 50+ people
- Experience implementing end-to-end KPIs
- Deep knowledge of MS Office (especially Excel), Google Docs
- Strong leadership and team management skills
- Excellent organizational skills
- Proven experience in working with and configuring an autodialer is mandatory
- Experience in generating funnel and conversion reports, plan/actual reports
