Manager - CC - Partner Operations

Job Description

Voice and Non-Voice: Phone, Chat, EmailOutbound Contact CentreCall Me BackNew Age/ DigitalWebsite or mobile app-based self-care, BOTs (voice, non-voice)SystemsCRMCRM simplification and efficacy improvement projects, routine change management scoping, CC solutions evaluation, conduct user acceptance testing and successful production movementSupport SystemsKnowledge Management Portal, Learning Management Portal, Micro learning Training Portal, Business Intelligence systems (SQL, BI tools etc.)StakeholderSupport AreasMIS, RTM, Training, Quality, Knowledge ManagementEnable BPO Partner Success: This requires putting in place a framework that works for the BPO partner. You will help execute a vision that enables business processes required to meet the short and long term needs of the business at scale.Continuous Improvement: Work with business partners to standardize and scale specific business processes to maximize business growth by continuously working on refining business processes to improve efficiencies and quality.Develop CX Solutions: Myntra Customer Service is continually evolving. You will work with external and other internal business partners to understand their business challenges and come up with appropriate solutions to those problems. These solutions will take advantage of a technology approach to minimize the manual labor in the recommended solution.The individual would have targets on process standardization and business metrics and build customer confidence through quality delivery, robust processes and sound reporting metrics. The individual would be responsible and be a point of escalation for the delivery by the teams.Stakeholder management:This role is expected to have a high degree of cross-functional stakeholder engagement across business teams, program/product teams and cross functional teams to benchmark best practices.Key Role Objectives and Result Areas:Best in class and efficient contact center operations through customer self-serve and automationKey Result Areas: Answer Levels, Average Handle Times, Bottom Quartile Improvement, Escalation Accuracy, Cost per Transaction servedCreate best in class service experience in Fashion e-commerceKey Result Areas: Transactional Quality score, First Time Resolution, CSAT scoreIdentify and Execute Special Projects in the contact Centre scope of operationsKey Result Areas: No of projects delivered Minimum 1 Lean/SSGB Project to be deliveredManage Critical talent attrition and engagement throughout both teamsKey Result Areas: Attrition(Champions and Support)PERSONAL SPECIFICATIONSESSENTIALDESIREDQualificationsA Graduate in any disciplinePost-Graduate/MBA (2 years of work experience post MBA preferredTechnical skillsAwareness of Contact Centre Technology ToolsIntermediate business analysis skillsProficient in MS Office (Excel, Word, Powerpoint)7 Basic Quality ToolsProject Management SkillsLean Six-Sigma Green BeltCOPC HPMT CertifiedProfessional skillsCustomer Service domain ExperienceExcellent communication (Verbal & Written)Proficient with key service delivery metrics Contact centerWell versed with creating Process Flow Charts and SOPsStakeholder Management (Internal & External)Previous role related experienceMin. 8-10 years of overall work experienceMinimum 5-6 years of relevant E-commerce experienceDomestic BPO Partner Management experiencePrincipal Accountabilities & ResponsibilitiesRResponsible The Doer - The individual(s) who actually does the job. The degree of responsibility is defined by the accountable person. Responsibilities can be shared.AAccountable The Buck Stops Here - The individual who is ultimately accountable - their neck is on the line if the job isn t done! They have the power of veto. Only one A can be assigned to an activity or decision. They can delegate the R (or choose to do them)CConsulted In the Loop - The individual(s) who need to be consulted prior to a final decision or action being taken. This is TWO-WAY communication. Consulted may not have a direct part in the task but is impacted by its completion. Their input may be necessary.IInformed Keep in the Picture - The individual(s) who need to be informed after a decision or action is taken. This is ONE-WAY communication. Input from the informed party is not necessary - but they will need to know. They may be required to take action as a result of the outcome.Key Tasks and Deliverables (But Not Limited To)Operations DeliveryC/IMonth on Month Capacity planning as per forecast (locked and rolling)R/ARoster planningR/AReduce Errors & EscalationsR/ADip Checks on Google Trackers/any other docs are always updatedR/ATimely TNI s & Refreshers are doneR/AReview TNI & Refresher contentR/AIdentify reason for Spike in VolumeACEO Escalation, Myntra Stake holder, Other LOB escalationsAID creations & Deletion SOP AdherenceR/ABottom Performance Improvement- Quantitative and Qualitative KRA metrics e.g. Average Handle Time, Quality scores etc.Real Time Monitoring/MISR/ASite rosters & timely Forecast to be sharedR/AChanges to Arrival patterns basis real time observation/change in volume patternR/AReasons for spike in volumeR/ABuild reports & Data cutsTrainingC/IReview Training module for L1C/ITraining content for New Process changesR/A/CReview Content for Error reductions & Performance improvementTransactional QualityR/ADrive Site Quality PerformanceAAdherence on Quality SOPC/ICall Monitoring Planning for BPO PartnersAReview Weekly Audit numbers & timely reportsATimely dispute closuresRRandom Audit the AuditorAHandle 2 nd Level disputes raised by PartnerC/IQuality SOP reviewOther ResponsibilitiesR/ASPOC Stakeholder discussions, Escalations, Process improvement & ImplementationsR/ADip checks/Governance on Process knowledge levels of Partner employeesR/ARaising proactive/Reactive flags on any breakages that might impact Customer experience/CC VolumeALine interviews for all site level roles as per MSA/SOWR/ACall Listening activity to identify process gaps and area of opportunities and build/execute action plans,

Keyskills :
customer service operationssix sigmaprocess flow chartscontact center operationsuser acceptance testingstatements of work sowfull final settlement