Program Managers- E-commerce (Female only)

An ideal candidate has a background in customer service, Workflow Management and excellent program management skills. He/she has the ability to drive process improvements, standardize our processes and eliminate the root cause of defects within the current systems. This job will require exceptional communication skills while having the ability to work independently in a high pressure environment.

Job Responsibilities:

- Working on the different functional areas within Global Command Center.

- Responsibilities include maintaining constant communication with site operations, senior leadership, technology teams and other internal clients on status of customer experience across different business lines. This would involve working with learn various tools which are used to obtain information required by the parties in question.

- Handling exceptions wherein there is a deviation from the plan due to issues at sites, vendors or incoming volumes.

- Suggesting changes for improvement of processes and amending SOPs once these are approved

- Project Management - Identifying requirements and working with Software teams to improve tools and suggest automation possibilities

- Identifying recurring instances of exceptions and taking actions to eliminate the root causes

- Working on trend analysis to help with scheduling

- Generating metrics and analyzing these to identify problem areas and suggest improvements

- Assisting in training new hires

Qualification & Skills Required:

- Excellent communication skills

- Bachelors degree with good academic record + MBA from T I schools (Preferred).

- Excellent problem-solving, mathematical and analytical skills

- Good project management skills

- Demonstrated ability to work in a team and assist team members on complex issues

- Proficient in MS Office, SQL and working on databases

- Flexibility to work in a 24x7 environment

- Standardize and automate operations to bring in the efficiency.

- Standard effective real time reporting for all the OUs.

- Stakeholder management partnering with stakeholders from different other sites. Leading to smooth GCC operations without any escalations

- Identify and deliver efficiency projects

- 4-5 Years of Manager Experience in WFM field will be added advantage

- Coordinate with local Workflow teams to bridge the gaps in Plan Vs Actual numbers (real time executions)

- Plan and provide training and development opportunities for the team.

- Maintain right staffing to maintain the GCC operations.

- Flawless Incident and BCP management

- People development responsibility

- Support GCC Manager with the expansion plan for the team and manage transitions

Preferred Qualification:

- Excellent communication skills

- Bachelor's degree with good academic record + MBA from Tier I schools.

- Excellent problem-solving, mathematical and analytical skills

- Good project management skills

- Demonstrated ability to work in a team and assist team members on complex issues

- Proficient in MS Office and working on databases

- SQL or AWS proficiency is a plus

- Flexibility to work in a 24x7 environment

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