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13/04 Harpreet
TA at Swiggy

Views:1311 Applications:410 Rec. Actions:Recruiter Actions:0

Swiggy - Operation Manager - Customer Delight (8-12 yrs)

Bangalore Job Code: 913461

Operation Manager - Customer Delight


Job Responsibilities:

- Experience in Email and Chat process with expertise in driving Customer Satisfaction related deliverable. (Minimum 2-4 years? experience in handling Chat process)

- Very Strong Operational skills for managing a team of 80 plus. Sound understanding of Operations & Delivery, coming with a strong background in managing Operations and proven delivery experience.

- Good experience in people management and passionate about customer experience

- Ability to manage stress, experience in managing a challenging account

- Strong leadership skills and ability to ensure team understands job and business requirements and build team empowerment

- Manage Employee SAT on the floor

- Be a strong mentor for front line leadership on the floor to deliver on ESAT and productivity

- Manage Attrition, drive retention initiatives on the floor to manage tenured and experienced employees well

- Soft Skills Willingness to learn & contribute, Positive Attitude, Effective team management skill, Good communication skills, Adaptable to changes, Open mindedness, Ability to stretch, Commitment to the job, Excellent interpersonal skills

- Analyze performance results and implement department improvements and

Resolve escalated customer complaints

Desired Skills:

- 8 to 12 years of Industry Experience with minimum 2-3 years of experience as Operation Manager

- Should have handled multiple teams or team size of 80-100

- Strategic thinker with strong articulation, storytelling, analytical and problem-solving skills

- A high degree of customer centricity with demonstrated examples of going extra mile to ensure the right treatment for the end-user

- Dynamic professional with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity

- Prior experience in balancing quality while managing a fast paced and rapidly growing environment

The apply button will redirect you to an external URL, please apply there as well

Women-friendly workplace:

Maternity and Paternity Benefits

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