Customer Experience Operations Manager
3 weeks ago
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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