COE Specialist I - COS Outreach Innovation (Vizag)

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Job type full-time

Full job description

Outreach innovation (oi)
Mission statement:
We grow, retain, and engage drivers by innovating, experimenting, and scaling proactive outreach that supports the driver team`s business prioritiesThe oi team partners closely with commops to manage specialized, sales/support agents with operations based out of the manila/clark/vizag coes
What is proactive outreach:
Proactive outreach provides a one-on-one personalized concierge experience where drivers and couriers are matched with an agent at various points in their driver/courier lifecycle (e.gOnboarding, early lifecycle, pre-churn)

The first program, “project jeanine”, was launched in early 2017 to increase first trip conversionAgents helped new drivers finish the onboarding steps, motivating and preparing them to confidently take their first trip
The team interact with drivers/couriers primarily via sms using an internal tool called uconnect
Proactive outreach programs run as experiments and drivers in the control groups are not contacted; drivers receiving proactive outreach support can be identified by a note added to the driver account

As a community operations specialist you are expected to:

Provide a one-on-one personalized concierge experience where drivers and couriers at various points in their driver/courier lifecycle (e.gOnboarding, early lifecycle, pre-churn, churn) through various channels (chat, sms, voice, email, etc.)
Increase earner’s trip conversion by helping new drivers/couriers finish the onboarding steps, motivating and preparing them to confidently take their first trip and provide assistance up to their 25th trip.
Increase supply hours, trips, and gross bookings by proactively reaching out to drivers and couriers that are in danger of lapsing (churn).
Help grow, retain, and engage drivers/couriers by innovating, experimenting, and scaling proactive outreach that supports the earner team`s business priorities.
Actively participate in various special projects and incubation experiments which may be assigned by the program team to the coe.
Stay updated on all product updates and raise unresolved questions with the program team
Participate in daily/weekly huddles and brainstorming sessions within the team and the lob to discuss on common errors, faqs and best practices

- basic qualifications -

Must have a bachelor`s degree from any field is preferred but not a requirement
Must have excellent verbal and written communication skills
Must have high proficiency and multi-tasking skills using computers (typing, quickly navigating between various tools) and other software
Must have outstanding comprehension and problem solving skills
Must have remarkable passion for creating support experiences that exceed users` expectations
Must have willingness to work in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users
A willingness to work on different shifts, totalling 40 hours per week, including weekends, holidays and weekly evening shifts

Must be willing to work onsite primarily in the vizag coe

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Posted 2 days ago