Flipkart - Customer Service Operations Role

Job Description

Position: Customer Service Operations

Location: Bangalore

Business:

- Be actively involved in daily business activities, deliver end-to-end continuous improvement programs to ensure process metrics are met

- Build strong relationships with stakeholders to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms.

- Work alongside stakeholders to define and execute innovative solutions for better customer experience.

- Own the customer experience charter by ensuring all process SOPs and decisions drive a best in class customer experience

- Bring in best practices from different CS constructs to improve processes in support of organizational goals

- Stay well informed of corporate goals and strategies

- Identify & lead, department, division or company level projects

- Lead cross-function or company-wide activities and projects

People:

- Manage and coach direct reports to be effective in both process management and people management

- Provide effective leadership, coaching, training and performance evaluation to team members and their supervisors

- Identify, develop and retain high potential employees

Experience & Competencies

- 8+ years of experience (with minimum 2 years as Ops/Process manager) in a B2C contact center (both backend and Inbound)

- Strong knowledge of Customer Contact management, technology, tools and processes

- Experience in managing business independently / setting up new LOBs

- Strong ability interpreting & communicating analytics

- Expert knowledge of MS Office (Excel, Powerpoint, etc)

- Excellent communication, interpersonal, organizational and follow-up skills