Principal Associate - CC - Partner Operations @ Myntra

About the role:

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.

Roles & Responsibilities:

Technical Skills:

• Knowledge of contact center technologies and tools.
• Intermediate business analysis skills.
• Proficiency inMicrosoft Office Suite(Excel, Word, PowerPoint).
• Familiarity with the7 Basic Quality Tools.

Project Management Skills :

• Lean Six Sigma Green Beltcertification.
• COPC HPMTcertification.

Professional skills:

• Domain experience in customer service.
• Strong analytical skills to derive insights for enhancing the customer's pre- and post-purchase journey.
• Understanding of contact center shift and roster planning.
• Exceptional verbal and written communication skills.
• Proficiency with key contact center service delivery metrics.
• Experience creatingProcess Flow ChartsandStandard Operating Procedures (SOPs).
• Demonstrated ability instakeholder management(internal and external).
• Aptitude for driving quality and efficiency metrics.
• Skill in data mining and leveraging insights to improve customer experience.

Qualifications:

• 8-12 years of progressive work experience.
• Post-graduate degree or MBA preferred, with a minimum of 2 years of experience post-MBA.
• Extensive experience managing BPO partners in the domestic market.