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Job Description
- Job would require you to carry exceptional Communication, Liaising, Innovation, Customer Orientation and Team Management skills.
- You would need to lead a multi skilled high performance team where you will manage Content Research and Sourcing & Support Queues.
- You will also need to manage and encourage innovation, and build a DNA of continuous process improvement and upskilling.
- You should be a strong people manager who can align the team to business metrics and move key business levers.
- An ideal candidate should be able to brilliantly multitask and handle multiple channels inflow and maintain the process SLAs. One should have a strong base of competitive business process metrics.
- This role will require to extensively liaison with Design and Tech teams.
- You should have strong analytical bent where you can derive complex analysis and inferences and build efficient and effective strategies.
- Should have a strong customer orientation where you are able to derive customer behavior and align your strategies to customer benefits.
Key Responsibilities :
- Review and manager intraday process peaks and troughs through efficient resources allocation and manage / conduct daily workflow checks and prioritization as per the TATs.
- Extensive Content Research and Sourcing to keep a track of updated knowledge base.
- Efficiently manage shrinkage and attrition through effective forecasting and people leadership.
- Ensure regular training basis process upgrades and change in market dynamics.
- Driving and implementing new productivity matrices to enhance efficiency of the existing processes.
- 6Extensive coordination and information sharing with Design , Tech and internal product teams.7. Understanding of Predictive & Descriptive Analytics, Business Forecasting, Google Analytics, Multivariate Regression, Consumer Analytics will be an added advantage.
Job Requirements
Key skills:
- Operations, process delivery, liaising, project management, process improvement
- Educational Qualifications: MBA
- Excellent Presentation and conceptualization skills
- Strong People Handling background
- Excellent Customer Orientation
- Strong analytical ability
- Strong knowledge of MS Excel, SQL
- PG - MBA - PGDM - Any Specialization
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