Senior Manager - CC - Partner Operations

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 Senior 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.  

PERSONAL SPECIFICATIONS ESSENTIAL DESIRED :

Qualifications :

1. A Graduate in any discipline
2. 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