Overview: Myntra is India's leading e-commerce company committed to making fashion and lifestyle products accessible to everyone. We are a company that is constantly evolving into newer and better forms and we look for people who are ready to evolve with us. From our beginnings as a customization company in 2007, to being technology and fashion pioneers today, Myntra Jabong is going places and we want you to take this journey with us Role Summary: Myntra Customer Service Operations is looking for a Content and Knowledge Management-Manager in Bangalore. In this role you will work very closely with process owners develop and disseminate policy and procedures and also work closely with training teams to build engaging content to improve new hire delivery and ongoing skill/process trainings required for continuous improvements for customer experience. The role would require Subject Matter Expertise in managing the below: &nbsp;Areas Scope Description Channels&nbsp; - Inbound Contact Centre Voice and Non-Voice: Phone, Chat, Email - Outbound Contact Centre Call Me Back - New Age/ Digital Website or mobile app-based self-care, BOTs (voice, non-voice) &nbsp;Systems CRM - CRM simplification and efficacy improvement projects, routine change management scoping, CC solutions evaluation, conduct user acceptance testing and successful production movement Support Systems - Knowledge Management Portal, Learning Management Portal, Micro learning Training Portal, Business Intelligence systems (SQL, BI tools etc.) Content developmental tools Stakeholder Support Areas - MIS, RTM, Training, Quality, Knowledge Management, SCM, category, IT, Catalog 1. Knowledge Management: This requires working with various inter and intra department stakeholders to design any new process. Constantly evaluate existing process and look at process improvements. Manage a team of specialists who will document these processes and disseminate to the contact center population. Develop solutions to improve customer experience Create simple understandable process documents for end user consumption 2. Content creation: 100% of front-line servicing is outsourced and the skill set hired is very basic. This role will require you to work with the content creation team to create engaging, creative, easily comprehendible content for new hire training for our partners and inhouse teams. Work closely with the training delivery team and create content for continuous improvement 3. The individual would have targets on process standardization and business metrics and build training capability through content, robust processes and sound reporting metrics. 4. 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: 1. Best in class content for training Key Result Areas: training efficiency-Quality and AHT/Productivity. 2. Create effective process designs to improve Customer experience Key Result Areas: Transactional Quality score, First Time Resolution, CES Score 3. Identify and Execute Special Projects in the contact Centre scope of operations Key Result Areas: No of projects delivered - Minimum 1 Lean/SSGB Project to be delivered 4. Manage Critical talent attrition and engagement throughout both teams Key Result Areas: Attrition PERSONAL SPECIFICATIONS: ESSENTIAL DESIRED: Qualifications: - A graduate in any discipline - Customer Service Experience - Knowledge Management/Content development experience - Have 8 + years of experience. - Post graduate Technical skills: - Awareness of Training content tools - Intermediate business analysis skills - Proficient in MS Office (Excel, Word, Powerpoint) - 7 Basic Quality Tools - Project Management Skills - Lean Six-Sigma Green Belt - COPC HPMT Certified Professional skills: - Excellent communication (Verbal &amp; Written) - Proficient with key service delivery metrics - Contact center - Well versed with creating Process Flow Charts and SOPs - Well versed with content creation software - Stakeholder Management(Internal &amp; External) Previous role related experience: - Min. 8-10 years of overall work experience with at least 5-6 years of relevant experience - 5-6 years within Ecommerce Industry - Domestic BPO Partner Management experience Principal Accountabilities &amp; Responsibilities: Responsible - The Doer- The individual(s) who actually does the job. The degree of responsibility is defined by the accountable person. Responsibilities can be shared. Accountable - 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) Consulted - 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. Informed - 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): Knowledge Management: &nbsp; A Work on new process/product end to end mapping A Create documents, flow charts and verbiages and upload on Knowledge base R Reduce Errors &amp; Escalations A Dip Checks on current process docs R/A Timely release of updates R/A Review content on KB periodically R/A Identify process gaps and close loop A Manage team performance and KRA R/A Build reports &amp; Data cuts Content : A Create training content basis TN received A Training content for New Process changes R/A/C Review Content for Error reductions &amp; Performance improvement R/A Collect feedback regularly on content development Other Responsibilities: AR/A SPOC - Stakeholder discussions, Escalations, Process improvement &amp; Implementations R/A Raising proactive/Reactive flags on any breakages that might impact Customer experience/CC Volume R/A Call Listening activity to identify process gaps and area of opportunities and build/execute action plans

Bangalore

Myntra - Manager - Content & Knowledge Management 

Myntra - Manager - Content & Knowledge Management  ,Job Description for Myntra - Manager - Content & Knowledge Management  in Myntra in  Bangalore for (6-10) years of experience. Apply Now!

Job Description for Myntra - Manager - Content & Knowledge Management  in Myntra in  Bangalore for (6-10) years of experience. Apply Now!