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10/06 Harpreet
TA at Swiggy

Views:917 Applications:248 Rec. Actions:Recruiter Actions:0

Swiggy - Head - Remote Operations Centre (2-5 yrs) Premium

Bangalore Job Code: 935830

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

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Women-friendly workplace:

Maternity and Paternity Benefits

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