Flipkart Hiring for Assistant Manager at Bangalore Full Time

Assistant Manager (CX Process Design)

• Analysis Skills – Exceptional analytical and problem solving skills. Should be able to analyze business problems faced by the customer and suggest solutions for the problem. Ability to go into details, and extract very specific details regarding functional requirements.
• Process Setup and Engineering: Lead Process Excellence Initiatives on certain L0/L1 metrics and designing new processes and re engineer existing ones at journey node / Business Unit level with the relevant design leads
• Identify leak points and work on building systemic solutions: Test & re-test points of failure for scale-up. Build systemic interventions and solutions with the team to arrest the gaps
• Be the first point of contact for any Engineering issues impacting customer / contact centre experience
• Work with various teams within the FK Engineering Ecosystem and Customer Experience teams to interpret customer issues reported at a technical level
• Help CX Teams resolve technical issues and roadblocks they encounter with engineering issues reported by working in tandem with Engg. and Product teams.
• Be an expert on technological trends and automation, technical capabilities; partner with CX teams for identifying key issues reported.
• Manage key metrics (Q2R, Breach etc.) reported due to these issues and work on having roadmaps defined in having the same reducted.
• Manage customer experience metrics viz. IPU (Incidents per Unit), RR Yes % (Resolution Rate) for optimization and efficiency
• Must be a go getter hustler and problem solver ; Attention to detail and can work on strict timelines ; Can juggle between tasks without losing sight of the highest priority items