Principal Associate

7 days ago

Jaipur, Rajasthan, India Myntra Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Who are we?

Myntra is India's leading fashion and lifestyle platform, where technology meets creativity. As pioneers in fashion e-commerce, we've always believed in disrupting the ordinary.

We thrive on a shared passion for fashion, a drive to innovate to lead, and an environment that empowers each one of us to pave our own way. We're bold in our thinking, agile in our execution, and collaborative in spirit. Here, we create MAGIC by inspiring vibrant and joyous self-expression and expanding fashion possibilities for India, while staying true to what we believe in.

We believe in taking bold bets and changing the fashion landscape of India. We are a company that is constantly evolving into newer and better forms and we look for people who are ready to evolve with us. From our humble beginnings as a customization company in 2007 to being technology and fashion pioneers today, Myntra is going places and we want you to take part in this journey with us.

Working at Myntra is challenging but fun - we are a young and dynamic team, firm believers in meritocracy, believe in equal opportunity, encourage intellectual curiosity and empower our teams with the right tools, space, and opportunities.

About the role:

Myntra Customer Service Operations is looking for a Contact Center Partner Operations Senior Manager and CX enthusiast to be part of the Level 1 Contact Center team. In this role, you will work proactively with cross functional teams and Liaison with our partner team to leverage technology-based solutions that improve 'cost to serve' metrics and customer experience for business.

Technical Skills:

  • Knowledge of contact center technologies and tools.
  • Intermediate business analysis skills.
  • Proficiency in
    Microsoft Office Suite
    (Excel, Word, PowerPoint).
  • Familiarity with the
    7 Basic Quality Tools.

Project Management Skills :

  • Lean Six Sigma Green Belt
    certification.
  • COPC HPMT
    certification.

Professional skills:

  • Domain experience in customer service.
  • Strong analytical skills to derive insights for enhancing the customer's pre- and post-purchase journey.
  • Understanding of contact center shift and roster planning.
  • Exceptional verbal and written communication skills.
  • Proficiency with key contact center service delivery metrics.
  • Experience creating
    Process Flow Charts
    and
    Standard Operating Procedures (SOPs)
    .
  • Demonstrated ability in
    stakeholder management
    (internal and external).
  • Aptitude for driving quality and efficiency metrics.
  • Skill in data mining and leveraging insights to improve customer experience.

Qualifications:

  • 8-12 years of progressive work experience.
  • Post-graduate degree or MBA preferred, with a minimum of 2 years of experience post-MBA.
  • Extensive experience managing BPO partners in the domestic market.

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