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Principal Associate - CC - Partner Operations

Principal Associate - CC - Partner Operations

Myntra

8 - 13 years

11 - 15 Lacs

jaipur

Posted:1 month ago| Platform:

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Skills Required

project management data mining microsoft office suite stakeholder management service delivery standard operating procedures management skills business development sales branch management center management marketing lean liaison customer experience

Work Mode

Work from Office

Job Type

Full Time

Job Description

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.

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Principal Associate - CC - Partner Operations