Assistant Manager - CX Design

URL to Apply- https://www.naukri.com/job-listings-assistant-manager-cx-design-flipkart-internet-private-limited-bengaluru-bangalore-3-to-8-years-040121001561?src=jobsearchDesk&sid=16103865552009963_9&xp=13&px=1

Flipkart Internet Private Limited4.2(2639 Reviews)

3 - 8 years

₹ 6,50,000 - 8,00,000 P.A.

Bengaluru

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

Education

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

Key Skills

Customer Experience ManagementProcess MappingSQL ServerLean Six SigmaPython