This is a people management role where you would be managing a team of Assistant Managers / Team Leads. You would be responsible for forecasting, planning, scheduling, RTM & IDM across LoBs.
What You Will Do:
Work closely with outsourced partners (OSPs) and Flipkart (FK) internal stakeholders in streamlining processes and driving key metrics.
Participate in partner review calls in identifying gaps in delivery metrics, manpower capacity & billing validations, ensuring no impact to customer experience
Demonstrate long term, mid-term and short-term forecast and capacity plans to business owners and Customer Experience Leadership. Align customer demand and balance out the agent level shrinkage, utilization, and occupancy levels
Drive capacity requirements for various customer touch points (Inbound calls, Chat, Email, social media) after encompassing the various initiatives planned namely automations, self-serve, process improvements, etc.
Develop full-scale capacity plans, associated communication documents, define key variables, create strategies for risk mitigation and contingency planning
Review and evaluate past trends in key performance indicators including all areas of Operations, Sale trends, Unit volumes plans, Category mix and policies associated with sales
Supervise the creation and maintenance of User IDs and accesses for entire Customer Experience group
Supervise the scheduling and RTM for all captive consultants.
Monitor performance indicators, highlight trends and analyze causes for unexpected variances
Active involvement in reviewing complex financial information, business analysis, resource management, and functional documentation. Recommended suggestions to senior management for improvements
Proactively highlight potential pitfalls and deploy solutions, action plans to increase efficiency through improved monitoring, tracking and servicing aids.
What You Will Need:
Graduate in any discipline with 7-11 years of relevant work experience
Must be a self-starter who requires minimal supervision, with excellent problem-solving skills
Drive for results, go getter attitude & experience in people management. Should be managing team in his/her current role
Prior experience in working with Outsourced partners would be preferable
Excellent understanding of Contact center Operational metrics & Commercial models
Proficiency in WFM domain & concepts viz Occupancy, Productivity, AHT, Payout metrics under the managed services model incl. various planning and forecasting techniques used in deriving / predicting the demand for service for a given line of business
Understanding statistical data analysis techniques, visualization & creating scenario-based models in excel
Excellent relationship management capability, analytical ability & project management silks. Experience in closely working with senior leaders.
Excellent written & verbal communication & presentation skills
