Manager - CC - Partner Operations

Role - Manager - Contact Center Partner Operations

Employment type - Full time

Location - Mohali

JOB DESCRIPTION

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.

Qualifications :

● A Graduate in any discipline

● 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)

Experience :

● Min. 8-10 years of overall work experience

● Minimum 5-6 years of relevant E-commerce experience

● Domestic BPO Partner Management experience