Associate - Category Services - Inventory Ops - Brand Experience

bangalore

Agent Manager (M1) Job Description

 

Ensure transactions initiated by Myntra Brand Experience team agents are professional, accurate and are in accordance with the B2B policies

Monitor user interaction to access accuracy, functionality, reliability, performance, and the quality of the dispute.

Help improve agent performance by sharing feedback consistently.

Identify and remedy defects within the process and flag to function leads

Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved

Compile and analyze statistical data.

Investigate Seller complaints and product/process issues.

Provide periodic reports on the agent’s performance of its operational, quality, satisfaction metrics, and activities data.

Maintain various databases that contain the information which may be required from time to time for audit purposes.

Verify, maintain and share data reports compiling the operational metrics, agent statistics, quality metrics, and the satisfaction score.

 

Requirements:

Minimum 3 years of experience in a voice/non-voice program. Should have worked in an internal/premium contact background.

Minimum 1 year of experience as a Team Leader (3/4 reportee)

Thorough understanding of Operational Metric, Performance Metrics, and People Practices.

Service Oriented. Should have prior knowledge of customer/partner care processes and techniques.

Proficient in MS Office - Excel, Word, and PowerPoint possess knowledge of Zendesk or any other ticket management tool.

Excellent grasp of the English Language, both written and verbal.