Roles & Responsibilities Lead a cross functional team comprising of - Workforce Mgmt &amp; Forecasting - Planning &amp; Commercial - CS Analytics - Quality (Process Excellence &amp; Transaction Monitoring) Skills &amp; Competencies Role Specific - Problem Solving &amp; Analytical Skills - Ability to analyze and infer customer insights from data will be a key capability. Managing and providing analytical leadership to a team of analysts - Technology Leverage Good understanding of the Contact Center / CX Tech Stack. Experience with Implementing CX Technology Solutions. Good understanding of the technology trends in Contact Center / CX Space - Influencing Skills Able to work across Product, Operations, Training, HR &amp; 3rd Party Service Providers and drive their actions in a way that positively impacts customer experience. - Program &amp; Change Management Ability to drive and manage change management initiatives Flipkart Standard - Execution Excellence Is able to drive quantifiable results (for scale and complexity) - Strategy &amp; Design thinking Long term view. Big Objectives. Think &amp; strategize for end to end (customer as well as of the value chain). Ability to break down the strategy into executable roadmap - Inspiring Leader Builds strong teams, Coaches &amp; mentors the team &amp; Rallies the team behind common purpose - Applied Innovation Able to identify the pain points, can work out solutions &amp; successfully implement Values Audacity | Bias for Action | Customer First High Level Functional Deliverables / Expectations Workforce Management &amp; Forecasting: - Lead a workforce planning team Inhouse and across multiple 3rd partner sites. - Ensure capacity plan by managing trade-offs between Customer Exp, Employee Exp, &amp; Cost - Develop &amp; improve forecasting models using advanced data analysis and statistical tools - Mitigate capacity risks by managing dependencies across multiple sites &amp; channels. Planning &amp; Commercial - Help prepare budgets basis accurate forecasts ensuring minimum variable from AOP - Help delivery ROI on identified transformation opportunities for Experience Enhancement - Ensure accurate and timely financial reporting - Drive contractual compliance across all 3rd Party relationships CS Analytics - Create and Implement an Analytics Strategy for Best in Class Service Delivery - Enable the functional leaders with Insights to help deliver on all CX L0 / L1 Metrics - Leverage existing and additional relevant technologies for Reporting &amp; Analytics across functions - Built a team of Business Analysts with deep domain expertise in CX Journeys Quality - Drive Lean / 6 Sigma / Continuous Process Improvement culture across CX - Institutionalise Structured Problem Solving for delivering Business Impact - Build a team of Black Belts &amp; mentor Yellow | Green &amp; Lean Projects - Create and implement a strategy for Transaction Monitoring Company Description Flipkart is Indias largest e-commerce marketplace with a registered customer base of over 100 million. In the 10 years since it started, Flipkart has come to offer over 80 million products across 80+ categories including Smartphones, Books, Media, Consumer Electronics, Furniture, Fashion and Lifestyle. Launched in October 2007, Flipkart is known for its path-breaking services like Cash on Delivery, No Cost EMI and a 10-day replacement policy. Flipkart was the pioneer in offering services like In-a-Day Guarantee and Same-Day-Guarantee at scale. With over 1,00,000 registered sellers, Flipkart has redefined the way brands and MSMEs do business online. Launched in October 2007, Flipkart has over the years become the preferred online marketplace for leading Indian and International brands. Our acquisition of Jabong and Myntra has been a natural step in our journey to be Indias largest fashion platform. We are the only online player offering services such as In-a-Day Guarantee across 50 cities and Same-Day-Guarantee across 13 cities. Our annual subscription service - Flipkart First, is the first of its kind in the country. We are known for our: - Path-breaking Cash on Delivery service and our 30-day replacement policy. - User-friendly Flipkart Lite app that gives the convenience of a website infused with the experience of a native app. - Flipkart Assured badge that guarantees a 6 level quality check at every stage from storage to packaging along with an assured 2 - 4 day delivery across India. - Big Billion Days Sale, which is regarded as Indias biggest shopping sale. &nbsp;

Bangalore

Flipkart - Director - Customer Experience - CoE 

Flipkart - Director - Customer Experience - CoE  ,Job Description for Flipkart - Director - Customer Experience - CoE  in Flipkart.com in  Bangalore for (15-18) years of experience. Apply Now!

Job Description for Flipkart - Director - Customer Experience - CoE  in Flipkart.com in  Bangalore for (15-18) years of experience. Apply Now!