Job description :
Role Summary :
In this role the person would be responsible for managing seller escalations through all channels (CEO, Grievance, CDO and Senior Management). Work with the Partner teams and internal Partner PoCs to drive basic operational hygiene and desired outcomes. This role will require the person to work closely with internal Flipkart stakeholders to solve the escalations and solve fundamental issues causing these escalations.
The Partners here refer to organizations that work with Flipkart by providing support to Sellers on Flipkart Marketplace through call and email interactions.Job Description:
-Develop a framework incorporating implement industry best practices for escalation experience improvement, inclusive of both reactive and proactive handling of escalations.
-Define and execute a robust RCA&CAPA framework.
-Create a framework to reduce escalations.
-Continuously work with external partners and internal stakeholders partners to identify reasons for escalations and derive actions to address causes related to people, processes and policies.
-Responsible for the operational performance of outsourced partner/s
-Ownership of Day-to-day operations to ensure all deliverables are met by the partner as per the agreed SLA
-Facilitate weekly, monthly and quarterly review meetings with the partner teams.
-Roll-out organizational goals/objectives across the partner operations.
-Ability to understand data trends and make inferences and recommend actions for improvement.
-Responsible for the quality delivered on the floor and to ensure that there are no below standard consultants on the floor/coming as new recruits.
-Keep a close watch on the adherence to all the contractual obligations by the partner.
-Will be accountable for various performance metrics of the partner.
-Should be able to drive process/efficiency improvement projects.
-Will be based out of FK office in Bangalore with occasional travel to Partner locations.Desired skills and experience:
1.Graduate with good Operations understanding and at 6-8 years of contact center management experience, and 3-5 years in a Managerial role.
2.B2B Ecommerce experience will be an advantage.
3.Experience in managing complex escalation processes would be an advantage.
4.An analytical mind able to “see” the complexities of procedures and regulations.
5.Excellent communication skills.
6.Certified six sigma / lean professional is preferred.
7.Program management skills, relationship management, interpersonal communication - ability to work with multiple cross-functional teams with an eye for detail.
8.Ability to multi-task and work independently and as a team. 9.Proficient in MS applications e.g. Microsoft Word / Excel / Power point.
10.Positive, pro-active, motivated with "can-do" attitude.
11.Is service oriented and customer/seller focused.
12.Experience in working with external partners is desirable.