Manager - CC - Partner Operations

Kolkata

Overview:
Myntra is India’s leading e-commerce company committed to making fashion and lifestyle products accessible to
everyone. We are a company that is constantly evolving into newer and better forms and we look for people who
are ready to evolve with us. From our beginnings as a customization company in 2007, to being technology and
fashion pioneers today, Myntra is going places and we want you to take this journey with us.
Website - http://www.myntra.com
LinkedIn - https://www.linkedin.com/company/myntra/

Role Summary:
Myntra Customer Service Operations is looking for a Contact Center Partner Operations Manager and CX enthusiast
to be part of the Level 1 Contact Center team. In this role, you will work proactively with cross functional teams and
Liaison with our partner team to leverage technology-based solutions that improve ‘cost to serve’ metrics and
customer experience for business.

Areas

Scope

Description

Channels

Inbound Contact Centre

Voice and Non-Voice: Phone, Chat, Email

Outbound Contact Centre

Call Me Back

New Age/ Digital

Website or mobile app-based self-care, BOTs (voice, non-voice)

Systems

CRM

CRM simplification and efficacy improvement projects, routine change management scoping, CC solutions evaluation, conduct user acceptance testing and successful production movement

Support Systems

Knowledge Management Portal, Learning Management Portal, Micro learning Training Portal, Business Intelligence systems (SQL, BI tools etc.)

Stake

holder

Support Areas

MIS, RTM, Training, Quality, Knowledge Management

  1. Enable BPO Partner Success: This requires putting in place a framework that works for the BPO partner. You will help execute a vision that enables business processes required to meet the short and long term needs of the business at scale.
  2. Continuous Improvement: Work with business partners to standardize and scale specific business processes to maximize business growth by continuously working on refining business processes to improve efficiencies and quality.
  3. Develop CX Solutions: Myntra Customer Service is continually evolving. You will work with external and other internal business partners to understand their business challenges and come up with appropriate solutions to those problems. These solutions will take advantage of a technology approach to minimize the manual labor in the recommended solution.
  4. The individual would have targets on process standardization and business metrics and build customer confidence through quality delivery, robust processes and sound reporting metrics. The individual would be responsible and be a point of escalation for the delivery by the teams.
  5. Stakeholder management:This role is expected to have a high degree of cross-functional stakeholder engagement across business teams, program/product teams and cross functional teams to benchmark best practices.


Key Role Objectives and Result Areas:

  1. Best in class and efficient contact center operations through customer self-serve and automation
    Key Result Areas: Answer Levels, Average Handle Times, Bottom Quartile Improvement, Escalation Accuracy, Cost per Transaction served
  2. Create best in class service experience in Fashion e-commerce

Key Result Areas:  Transactional Quality score, First Time Resolution, CSAT score

  1. Identify and Execute Special Projects in the contact Centre scope of operations

       Key Result Areas: No of projects delivered – Minimum 1 Lean/SSGB Project to be delivered

  1. Manage Critical talent attrition and engagement throughout both teams

       Key Result Areas: Attrition(Champions and Support)

PERSONAL SPECIFICATIONS

 

 

ESSENTIAL

DESIRED

 

Qualifications

·       A Graduate in any discipline

 

·       Post-Graduate/MBA (2 years of work experience post MBA preferred

 

Technical skills

 

·       Awareness of Contact Centre Technology Tools

·       Intermediate business analysis skills

·       Proficient in MS Office (Excel, Word, Powerpoint)

·       7 Basic Quality Tools

 

·       Project Management Skills

·       Lean Six-Sigma Green Belt

·       COPC HPMT Certified

 

 

Professional skills                                                       

 

·       Customer Service domain Experience

·       Excellent communication (Verbal & Written)

·       Proficient with key service delivery metrics – Contact center

·       Well versed with creating Process Flow Charts and SOPs

·       Stakeholder Management (Internal & External)

 

 

 

Previous role related experience

 

·       Min. 8-10 years of overall work experience

·       Minimum 5-6 years of relevant E-commerce experience

·       Domestic BPO Partner Management experience

 

Principal Accountabilities & Responsibilities

R

Responsible” The Doer” - The individual(s) who actually does the job. The degree of responsibility is defined by the accountable person. Responsibilities can be shared.

A

Accountable “The Buck Stops Here” - The individual who is ultimately accountable - their neck is on the line if the job isn’t done! They have the power of veto. Only one ‘A’ can be assigned to an activity or decision. They can delegate the ‘R’ (or choose to do them)  

C

Consulted “In the Loop” - The individual(s) who need to be consulted prior to a final decision or action being taken. This is TWO-WAY communication. Consulted may not have a direct part in the task but is impacted by its completion. Their input may be necessary.

I

Informed “Keep in the Picture” - The individual(s) who need to be informed after a decision or action is taken. This is ONE-WAY communication. Input from the informed party is not necessary - but they will need to know. They may be required to take action as a result of the outcome.

 

 

 

 

 

Key Tasks and Deliverables (But Not Limited To)

Operations Delivery

 

C/I

Month on Month Capacity planning as per forecast (locked and rolling)

R/A

Roster planning

R/A

Reduce Errors & Escalations

R/A

Dip Checks on Google Trackers/any other docs are always updated

R/A

Timely TNI’s & Refreshers are done

R/A

Review TNI & Refresher content

R/A

Identify reason for Spike in Volume

A

CEO Escalation, Myntra Stake holder, Other LOB escalations

A

ID creations & Deletion SOP Adherence

R/A

Bottom Performance Improvement- Quantitative and Qualitative KRA metrics e.g. Average Handle Time, Quality scores etc.

Real Time Monitoring/MIS

 

R/A

Site rosters & timely Forecast to be shared

R/A

Changes to Arrival patterns basis real time observation/change in volume pattern

R/A

Reasons for spike in volume

R/A

Build reports & Data cuts

Training

 

C/I

Review Training module for L1

C/I

Training content for New Process changes

R/A/C

Review Content for Error reductions & Performance improvement

Transactional Quality

 

R/A

Drive Site Quality Performance

A

Adherence on Quality SOP

C/I

Call Monitoring Planning for BPO Partners

A

Review Weekly Audit numbers & timely reports

A

Timely dispute closures

R

Random Audit the Auditor

A

Handle 2nd Level disputes raised by Partner

C/I

Quality SOP review

Other Responsibilities

 

R/A

SPOC –Stakeholder discussions, Escalations, Process improvement & Implementations

R/A

Dip checks/Governance on Process knowledge levels of Partner employees

R/A

Raising proactive/Reactive flags on any breakages that might impact Customer experience/CC Volume

A

Line interviews for all site level roles as per MSA/SOW

R/A

Call Listening activity to identify process gaps and area of opportunities and build/execute action plans