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 Jabong is going places and we want you to take this journey with us


Role Summary:


Myntra Customer Service Operations is looking for a Content and Knowledge Management-Manager in Bangalore.
In this role you will work very closely with process owners develop and disseminate policy and procedures and also
work closely with training teams to build engaging content to improve new hire delivery and ongoing skill/process
trainings required for continuous improvements for customer experience.


The role would require Subject Matter Expertise in managing the below:


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.) Content developmental tools


Stakeholder

Support Areas
MIS, RTM, Training, Quality, Knowledge Management, SCM,
category, IT, Catalog


1. Knowledge Management: This requires working with various inter and intra department stakeholders to
design any new process. Constantly evaluate existing process and look at process improvements. Manage a
team of specialists who will document these processes and disseminate to the contact center population.

Develop solutions to improve customer experience Create simple understandable process documents for end
user consumption


2. Content creation: 100% of front-line servicing is outsourced and the skill set hired is very basic. This role will
require you to work with the content creation team to create engaging, creative, easily comprehendible
content for new hire training for our partners and inhouse teams. Work closely with the training delivery
team and create content for continuous improvement


3. The individual would have targets on process standardization and business metrics and build training
capability through content, robust processes and sound reporting metrics.


4. 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 content for training
Key Result Areas: training efficiency-Quality and AHT/Productivity.
2. Create effective process designs to improve Customer experience
Key Result Areas: Transactional Quality score, First Time Resolution, CES Score
3. 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
4. Manage Critical talent attrition and engagement throughout both teams
Key Result Areas: Attrition


PERSONAL SPECIFICATIONS
ESSENTIAL DESIRED


Qualifications

• A graduate in any discipline
• Customer Service Experience
• Knowledge Management/Content development
experience
• Have 8 + years of experience.
• Post graduate


Technical skills

• Awareness of Training content 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

• Excellent communication (Verbal & Written)
• Proficient with key service delivery metrics –
Contact center
• Well versed with creating Process Flow Charts
and SOPs
• Well versed with content creation software
• Stakeholder Management(Internal & External)


Previous role related experience

• Min. 8-10 years of overall work experience with
at least 5-6 years of relevant experience
• 5-6 years within Ecommerce
Industry
• 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)


Knowledge Management
A      Work on new process/product end to end mapping
A      Create documents, flow charts and verbiages and upload on Knowledge base
R      Reduce Errors & Escalations
A      Dip Checks on current process docs
R/A  Timely release of updates
R/A  Review content on KB periodically
R/A  Identify process gaps and close loop
A      Manage team performance and KRA
R/A  Build reports & Data cuts


Content
A          Create training content basis TN received
A          Training content for New Process changes
R/A/C   Review Content for Error reductions & Performance improvement
R/A       Collect feedback regularly on content development


Other Responsibilities
AR/A     SPOC –Stakeholder discussions, Escalations, Process improvement & Implementations
R/A        Raising proactive/Reactive flags on any breakages that might impact Customer experience/CC Volume
R/A        Call Listening activity to identify process gaps and area of opportunities and build/execute action plans

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