Customer Experience Operations Manager

3 weeks ago


Hyderabad, Telangana, India Flipkart Full time

Customer Experience Operations Manager

About the Role

As a Customer Experience Operations Manager at Flipkart, you will be responsible for leading the operational performance of our outsource contact centre partners. Your key focus areas will include:

  • Ensuring the operational performance of our partners meets our agreed Service Level Agreements (SLAs)
  • Leading engagement initiatives at partner sites to drive quality and customer experience
  • Facilitating monthly and quarterly review meetings with partner teams to discuss performance and progress
  • Participating in workforce planning and budgeting activities to ensure alignment with business requirements
  • Managing customer relationships and escalations to ensure seamless experience
  • Rolling out organizational goals and objectives across partner operations to drive business outcomes

Requirements

To succeed in this role, you will need:

  • At least 10 years of contact centre management experience, with a minimum of 4 years in a manager role at a premium contact centre or organisation
  • Experience in managing outsourced partners is desirable
  • Advanced Microsoft Office and Microsoft Windows skills
  • Excellent written and verbal communication skills
  • Ability to maintain confidentiality
  • Strong relationship management skills
  • 8-10 years of experience in B2C/BPO/Services/Retail Industry, with in-depth knowledge of managing large/multi-site/multi-vendor B2C CX operations and associated processes
  • Strong people management and cross-functional leadership experience


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