Assistant Manager - CX Design

Assistant Manager - CX Design

Assistant Manager - CX Design

Assistant Manager - CX Design

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Flipkart Internet Private Limited4.2(2639 Reviews)

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3 - 8 years

₹ 6,50,000 - 8,00,000 P.A.



Job description

Roles and Responsibilities :


  • Analyze business problems faced by the customer and suggest solutions for the problem. Ability to go into details, and extract very specific details regarding functional requirements.
  • Process Setup and Re-design: Lead Process Excellence Initiatives on certain L0/L1 metrics and designing new processes and re-engineer existing ones at journey node / Business Unit level with the relevant design leads
  • Set metrics to build a governance mechanism to ensure process compliance at all nodes
  • Identify leak points and work on building systemic solutions: Test & re-test points of failure for scale-up. Build systemic interventions and solutions with the team to arrest the gaps
  • Cross-Functional Programs: Collaborate with key stakeholders across the organization to track and report progress against targets for various customer-facing initiatives
  • Ensuring that the reporting line is trained and developed for next-level roles and critical line items for performance improvement
  • Must be a go-getter,  hustler and problem solver; Attention to detail and can work on tight timelines; Can juggle between tasks without losing sight of the highest priority items


Desired Candidate Profile :


  • 3+ Years of experience in a data-driven and problem-solving role
  • Contact Center Experience is a plus
  • Data Visualization, Advanced Excel, Ability to both understand and explain technical information in a procedural fashion
  • Teamwork: Able and excited to work alongside process owners, technical resources, and Design Leadership
  • Experience in SQL / R, Process Mapping,  CX, Lean / Six Sigma Certified [Good to Have]


RoleAssistant Manager/Manager-(Technical)

Industry TypeBPO, Call Centre, ITeS

Functional AreaITES, BPO, KPO, LPO, Customer Service, Operations

Employment TypeFull Time, Permanent

Role CategoryVoice


PG :MBA/PGDM in Any Specialization, Any Postgraduate in Any Specialization

Key Skills

Customer Experience ManagementProcess MappingSQL ServerLean Six SigmaPython