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11/01 Shabnum
Senior HR Consultant at Walk In Solutions

Views:204 Applications:59 Rec. Actions:Recruiter Actions:59

Senior Manager - Customer Service & Operations - Online/eCommerce - IIM/ISB/MDI/FMS (15-17 yrs)

Bangalore Job Code: 1031305

Job Description :


- Responsible for managing end-to-end Customer Experience including BAU operations and satisfaction mandate

- Ownership of daily/weekly/monthly performance delivery of all teams.


- Working with in-house and Partner teams to ensure all deliverables are met on various metrics like Quality, SLs, and efficiency related metrics.

- Weekly/monthly performance reviews with CX Leadership and Partners.

- Deeply understand customer pain, implement new processes and contribute to ongoing process improvements.


- Managing customer satisfaction, NPS and escalations optimally and effectively.

- Participate in workforce planning and budgeting activities in coordination with internal teams and ensure adherence to annual budgets.

- Roll-out organizational goals/objectives with in-house and Partner teams and maintain strong relationships with Partner Leadership.

- Work closely with various cross-functional teams that would include Product, Tech, Category, Finance teams, etc, to align on org and team objectives and socialize key ideas for customer experience improvements.

- Bring in scalable, long term and global outside-in perspective while solving for buyer/seller issues, improving efficiency and reducing contacts.

- Implement strong processes in all the Support Function teams that cater to CX Operations and other teams.

- Graduate with strong Operations understanding, with a total of 15 years of experience, with 10-12 years of experience in operations management, with a diverse portfolio that combines Analytics and Technology related work.

- MBA from a premier B school would be an plus

- Strong ability to understand and incorporate tech solutions in everything we do

- Strategic thinking and design thinking ability

- Should have the aptitude to think and implement tech solutions - in both skill and experience

- Strong detail orientation and ability to understand data, analyze, make inferences and recommend actions for improvement

- Strong ability to multitask

- Excellent people management and stakeholder management skills, with the ability to work with multiple cross-functional teams

- Excellent verbal and written communication skills

- Proficient in MS applications e.g. MS Word / Excel / Power point - Experience in managing outsourced partners

Women-friendly workplace:

Maternity and Paternity Benefits

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