Internal Role Title

Reports To

Director - Customer Experience

Associate Director - Contact Center Operations

Department

Contact Center(CC)

Role Type

Full Time

Function

Customer Service

Band

M5

Designation

Associate Director - Contact Center Operations

Type

Manager

Location

Bengaluru


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:

 

The Customer Experience team represents the voice of Myntra's customers. This team has an enterprise wide vision and works with all functions (Supply Chain, Category, Technology, Marketing & Revenue, Operations, Cataloging etc) to ensure our customers have the best experience across every leg of the customer journey.

 

We are looking for a Contact Center leader and CX enthusiast to lead Level 1 & Level 2 Contact Center teams. In this role, you will work proactively with cross functional teams and liaison with our partners to improve customer experience & ‘cost to serve’ metrics. With our premium positioning in the fashion ecommerce space, the role provides a dynamic & fast paced environment with a unique set of challenges to apply and hone your craft.

 

Key Role Objectives and Result Areas:

●      Deliver superior Customer Service by improving availability & responsiveness for our live channels

Key Result Areas: Answer Levels, Average Handle Times, Quality score, CSAT score

 

●      Deliver speedy & reliable resolution to customers at every opportunity by improving our resolution time and communication for Task, Escalation & Social Media teams

Key Result Areas: Reducing time to resolution, repeat reduction

 

●      Drive and shape cross platform initiatives/ policies from a customer lens and supporting new requirements from business teams

Key Result Areas: Negative resolution, L1 enablement, Timely assimilation/ scaling of new processes

 

●      Engage team, drive performance and manage career development & critical talent attrition

Key Result Areas: Attrition, My Pulse Scores

 

You will be key to develop/ further our:

●        Partner Strategy: Developing partner roadmap aligned to our long term business requirements and dovetailing RnP framework to best meet experience, cost and quality objectives.

●        Channel Strategy: Giving direction in a maturing competitive landscape, cementing our premium positioning.

●        Product led enablements: Customer Service tools are evolving, scaling with the most suitable and impactful solutions for our platform.

●        Continuous Improvement initiatives: Work with business partners to standardize and scale specific business processes to improve efficiencies and quality.

 

 

 

 

 

 

PERSONAL SPECIFICATIONS

 

 

ESSENTIAL

DESIRED

 

Qualifications

●         A Graduate in any discipline

 

●         Post-Graduate/MBA (7+ years of post MBA experience preferred

 

Technical skills

 

●         Project Management Skills

●         Lean Six-Sigma Green Belt

●         Awareness of Contact Center Technology Tools

●         Strong analytical skills

●         Excellent in MS Office (Excel, Word, Powerpoint)

●         7 Basic Quality Tools

 

●         COPC HPMT Certified

●         Has partnered in tool implementation/ transitions

 

 

Professional skills                                                       

 

●         Experience in managing outsourced partners

●         Advanced Microsoft Office and Microsoft Windows skills

●         Excellent written and verbal communication skills required

●         Stakeholder Management (Internal & External)

 

●         Strong leadership abilities

 

Previous role related experience

 

●         12 to 15 years’ experience in B2C / BPO / Services / Retail Industry

●         In-depth knowledge of managing large/Multi site/ Multi Vendor B2C CX operations ( 2000+ cx agents ) and associated processes

●         Ecommerce experience

 

 

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