Remote Operations Centre (ROC) is a regional team that handles outside order support for our delivery executives. This team is responsible for managing the end to end support to - DEs (payouts, emergency, governance etc.). ROC Head leads this team. Job Description: - Solving outside order issues raised by DEs through the Google Captain Form. Satisfactory and timely ticket resolution being the goals here. - Ensuring adequate logins by scheduling automated calls, messages, etc. for targeted DEs that are identified. - Real time operations to manage War-room and login checks for peaks, and to manage all emergency situations 24X7 (through a roster of associates). - Monitoring DE Experience on a daily basis through a Pulse Check - Working closely with City Ops Planning teams, DX teams, Central Ops teams and ROHs to refine and implement SOPs for DE engagement, governance programs, new business lines, new initiatives, etc. - Daily/Weekly communication with city ops team on ops metrics, planning and taking corrective actions in coordination with city team - Improving Delivery Executive productivity by proactively identifying defaulters (Bad Orders, SLA, rating, rejection, etc.), getting associates to improve performance at a Delivery executive level, and monitoring effectiveness of this work at an associate level. - Experimentation and continuous process improvement on all of the above KRAs - Managing a large team of associates, area manager/ Operations Managers for the entire region and maintaining morale. Creating and running suitable team incentives, rostering, etc. Desired Candidates : - 2-5 years of experience involving management of operations and team handling - An MBA from a well reputed institute - Knowledge and understanding of concepts of lean, waste, process design and improvement. Experience with such work is a plus. - Have solid people skills to lead and manage a large team, and resolve conflicts. - Ability and experience of managing a large number of stakeholders, across functions in both city and central teams.. - Attention to detail, time management and prioritization skills 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 -  Head - Remote Operations Centre 

Swiggy -  Head - Remote Operations Centre  ,Job Description for Swiggy -  Head - Remote Operations Centre  in Swiggy in  Bangalore for (2-5) years of experience. Apply Now!

Job Description for Swiggy -  Head - Remote Operations Centre  in Swiggy in  Bangalore for (2-5) years of experience. Apply Now!