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| Job Location | Pune |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Internet / E-Commerce |
| Functional Area | Training & Development |
| EmploymentType | Full-time |
Myntra Customer Service Operations is looking for a Contact Center Trainer and CX enthusiast to be part of the Level 1 Contact Center team in multiple locations. In this role, you will work proactively with cross functional teams and Liaison with our partner team to leverage technology-based solutions that improve Quality and Training metrics and customer experience for business.The role would require Subject Matter Expertise in managing the below:Inbound Contact CentreVoice and Non-Voice: Phone, Chat, EmailOutbound Contact CentreCall Me BackNew Age/ DigitalWebsite or mobile app-based self-care, BOTs (voice, non-voice), email, chatSystemsSupport systemsKnowledge Management Portal, Learning Management Portal, Micro learning Training Portal, Business Intelligence systems (SQL, BI tools etc.)FunctionalTraining-Must Quality-DesiredTraining delivery, Content creation. Train the trainer, Training need identification, Refresher planning and efficacy,Quality audit methodologies, calibrations, dispute handling,change management, dip checksStakeholdersOperations/SupportMIS, RTM, Quality, Knowledge Management, OPSEnable BPO Partner Success: This required collaboration with the partner to enable them to achieve the business impacting metricsContinuous 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 andDevelop CX Solutions: Myntra Customer Service is continually 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 Quality and Training metrics. The individual would be responsible and be a point of escalation for any training, quality or process by theStakeholder 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.PERSONAL SPECIFICATIONSESSENTIALDESIREDQualificationsA graduate in any disciplineCustomer Service ExperienceHave 8 + years of experience.Technical skillsAwareness of Contact Centre TrainingProficient in MS Office (Excel, Word, Powerpoint)ELearning and LMS toolsExcellent Facilitation skillsCoaching skillsInterviewing skillsContact centre Quality experience7 QC toolsSix sigma YB/GB/Lean certificationSampling methodolgiesGage R&RProfessional skillsExcellent communication (Verbal & Written)Proficient with key service delivery metrics Contact centerWell versed with creating Process Flow Charts and SOPsStakeholder Management(Internal & External)Managed a team of trainersPrevious role related experienceMin. 4-8 years of overall work experience with at least 2-4 years of relevant experience3-4 years within Ecommerce IndustryDomestic BPO Partner Management experience,
Keyskills :
train the trainerprocess flow chartssubject matter expertisecustomer service operationssix sigmams officeself helpflow chartsdomestic bpoprocess flowmanual labor