Operations Lead

4 days ago


Bengaluru, Karnataka, India Flipkart Full time
Job Description

About The Team

The CX WFM team plays a pivotal role in managing more than 10 million customer transactions every month, responsible for generating demand projections and collaborating with outsourcing partners to ensure the right headcount is available at the right time. The team maintains a balance between planned costs, actual costs, and experience.

You Are Responsible For

  • Understanding key drivers for demand and supply
  • Developing data-driven forecasting models and plans
  • Innovating new ways of working to improve forecasts and accuracy
  • Collaborating with large teams to drive decision-making with all functional stakeholders
  • Managing outsourcing partners for maintaining supply and hygiene
  • Generating accurate demand forecasts and planning ramp-up/down strategies
  • Creating internal repositories for generating insightful information

To succeed in this role, you should possess:

  • Good knowledge of WFM principles for forecasting, capacity planning, scheduling, and commercial processes
  • Excellent analytical skills, logical reasoning, and problem-solving abilities
  • A structured, meticulous, and organized approach with a focus on automation and productization of iterative processes
  • Ability to quantify complex problems using relevant data and assumptions
  • Capacity to work seamlessly with multiple teams/stakeholders
  • Bias for action and get-things-done attitude
  • Technical Skills: Excel, PowerBI, Erlang planning, TAT-based planning, Backoffice Planning


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