Job Name : Manager
Salary : 18000 – 30000 a Months
Exp: 0 – 2 years
Company Name : Flipkart
Location : Bengaluru, Karnataka
Qualification : Graduate
Language : English/Hindi
Job Info –
Title: Manager-Customer Operations
- Work closely with various internal groups to understand business requirements, implement new processes and contribute to on-going process and product improvements
- Responsibility for the operational performance of outsource contact center partners and (or) Inhouse teams
- Develop objectives for the day-to-day Operational activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyse Operations statistics (Backend Operations, customer service metrics etc.)
- Hire, coach, Groom and provide training to personnel to maintain high customer service standards
- Perform RCA and also highlight failures for necessary corrective and preventive actions
- Researches and identifies problems with workflow and documents findings to correct issues.
- Revisit Process Flows and recommend course corrections as applicable
- Responsible for providing VOC and data visibilities to Service delivery vertical with respect to customers escalations for CAPA and process improvements
- Performs new methods and techniques for operational improvement.
- Conduct Ad Hoc fact finding activities on key Business metrics.
- Conduct periodic Process Adherence Audits
- Handling / Overseeing Transversal projects
What qualifies you for the role?
- Well-versed with the usage of analytical/statistical tools and able to display data-driven logical thinking & problem-solving skills.
- Excellent communication, presentation, and interpersonal skills; the ability to communicate complex concepts clearly and persuasively
- Ability to manage change and multiple competing priorities and projects in a fast-paced environment
- Knowledge of Quality tools, Problem-solving techniques and VoC management will be an added advantage
- Experienced in L3 Operations, Customer facing Metrix, Predict & manage escalations. Govern the operations
Apply Now – https://cutt.ly/pTK0Im8