Myntra - Partner Management Support Role - BPO

(New Hire Training/Refresher Trainings, Knowledge Management, Quality & Service)

- Work closely with partner for all new hire training batches- Resource, trainer readiness,

- Be part of hiring checks for new resources

- Ensure Myntra new hire process manuals and trainer guide are update

- Trainer knowledge check and enhancement

- Learnings from each batch to be shared and implemented for future batches.

- Ensure all levels of assessments and certification is completed for every batch as per timelines

- Ensure only certified resources are moved to production and non certified resources are moved out of the process

- ID creation during training and deletion for non certified and attrite resources during training is done within 24hours.

- Identify training needs and plan refresher trainings. Drive Bottom Quartile Management.

- Track post training/refresher efficacy.

- Should be a facilitator for any new product launch or adhoc training requirements

- Communicate with various departments within the partner org in related to trainings, refreshers, update management

- Drive Knowledge base usage to improve/ensure accuracy of information provided to customers at partner site.

- Liaise with Myntra spocs for clarification required at Partner

- Conduct monthly knowledge assessments at partner knowledge

- Partner to follow stringent audit process at a champion level

- Conduct frequent calibrations are conducted and ensure partner is well calibrated

- Hygiene checks on call disconnections, long AHT, coupon

- Need to collate process improvement ideas and share with Myntra stakeholders in a timley manner

- Ensure proactive alerts on process deviations and issues at partner center

- Work very closely with partner to bridge process gaps and improve process.