Assistant Manager Opex / Process Excellence_Customer Care About the Team : The Operational &amp; Process Excellence team (OPEx) is focused on setting up a process excellence roadmap for the Swiggy Contact Center. It is our goal to continuously improve CC processes to make them more Efficient, Customer Centric, Reliable and Cost effective. This team is directly responsible for leading efforts to establish and sustain a culture of Operational Excellence and Continuous Improvement across all lines of business. The team acts as one of the enablers to achieve the long-term vision of achieving World Class Contact Center Services? for our customers. Key Responsibilities (What you will do): - Work closely with the Centre of Excellence Lead to Implement best in class knowledge management systems and drive standardization across CC operations. - Manage and mentor team of Opex professionals to design and develop standard processes across CC - Monitor and drive the GTM plan for SOP rollout of new business initiatives across CC - Work closely with CC Product team to create detailed Business Requirement Documents, which will act as a strategic and tactical roadmap - Identify Process Automation Opportunities and Mentor internal team of process automation analysts in deploying robust automation systems - Metrics for performance measurement - Completion of Business Requirement Documents within timelines and with 360 degree coverage of all use cases - Process Insights and defects identified and solutions recommended - Completion of GTM activities within timelines - Creation/updation of SOPs within timelines for all team members - Efficient Team management and Employee satisfaction (mentorship) Qualifications (What we look for) : - Should have at least 4 to 8 years of experience with a solid track record in a Customer Service role, especially on metrics like Quality, CSAT and Average Handle times. - Completed Six Sigma Green/Black Belt Certification from a reputed accreditation body - Good Project management knowledge. At least executed 10-15 six sigma projects with success. - Candidates with good knowledge in six sigma projects will be preferred. - Should have experience in leading mid sized teams - Proficient in implementation of lean methodologies and statistical Quality techniques. - Ability to work flexible hours and travel to partner locations, if required (all shifts and within the country). - Having prior experience in conducting/facilitating Six Sigma Green Belt trainings - Degree (technology streams preferred) Note : We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, disability status, or any other characteristic protected by the law The apply button will redirect you to an external URL, please apply there as well

Bangalore

Swiggy - Assistant Manager - Process Excellence - Opex - Customer Care Contact Center 

Swiggy - Assistant Manager - Process Excellence - Opex - Customer Care Contact Center  ,Job Description for Swiggy - Assistant Manager - Process Excellence - Opex - Customer Care Contact Center  in Swiggy in  Bangalore for (4-10) years of experience. Apply Now!

Job Description for Swiggy - Assistant Manager - Process Excellence - Opex - Customer Care Contact Center  in Swiggy in  Bangalore for (4-10) years of experience. Apply Now!