Centre Head - eRetail

Job Responsibilities :

Job Purpose:

Operations Management :

- Responsible for medium-term planning, objective setting, and development of new procedures within area of responsibility, through interpretative judgment of overall policies and goals.

- Ability to use systematic, disciplined and data driven methods that get to root causes and solution identification

- Explaining the service standards and work plan to the associates for deriving the best performance from them for excelling business targets & service delivery metrics.

- Framing the work direction and plans for the associates after thorough assessment of their capabilities.

- Preparing & compiling various weekly/ monthly MIS reports pertaining to process and productivity.

- Ensuring the accuracy of the data required for billing purposes to the customer.

- Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other Change/Kaizen initiatives as required Formulating & implementing procedures for daily operations & internal reporting systems for monitoring quality.

- Interacting with clients through e-mails and daily Conference Calls to review and resolve operational issues as well as implement new process & procedure changes.

Process Transition / Enhancement

- Driving VOC/ CSAT / NPS actionable across the team and maintain/improve the scores

- Take escalations for resolving critical issues; ensuring CTQ Delivery & Business Continuity.

- Ensure continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.

- Interface with Individuals / key influencers among Corporats for ascertaining requirements, making presentations and delivering solutions.

- Ensure speedy resolution of queries & grievances to maximize client satisfaction levels.

- Maintain excellent relations with clients to generate avenues for further business.

Team Management

- Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals.

- Create an environment that sustains and encourage high performance; motivate teams in optimizing their contribution levels.

- Identifying & implementing strategies for building team effectiveness by promoting a spirit of cooperation amongst team members.

- Creating and sustaining an environment that fosters development opportunities and motivates high performance through effective management and career development.

About Company:

We are eRetail Strategy Consulting company that helps our clients to setup and manage their online retail business. We design and execute eRetail Strategies for leading brands and retailers in India and US. We are 900+ members strong and are one of the leading E-Commerce services providers globally. Our services include; Technology development & support, Merchandising Operations, Digital Marketing, Analytics, Supply chain management and Consulting. Our clients are based across 5 continents with the bulk of revenues coming from USA and Europe