General Manager

Job Description

WHAT WE LOOK FOR - Graduate/PostGraduate with 3-6 years of experience into a leadership role in managing Contact Center operations, consumer experience, consulting or strategy; - Effective Analytical and Communication skills; - Attitude Aptitude for processes and systems; - Should be a team player, working alongside people from all walks of life; - Identifies builds and uses a wide network of contacts with people at all levels, internally and externally. Achieves a good result through a well-planned approach; - Initiative Demonstrates strong ownership to bring about change and help drive the business forward. WHAT YOU WILL DO Change Management: - Envision future changes in the business environment and support CC head to re-design strategic direction and align stakeholders. - Guiding team with a disciplined approach to handle transformation seamlessly, timely and efficiently. - Work seamlessly with team and CC Head to design people, process and product capability for future business changes. - The candidate would own NPS and other VOC feedback/metrics for Swiggy - The candidate will solve for key consumer pain points/experience enhancements by working closely with different functions (ops, partners, tech, city teams etc.) Improvement Management: - Work closely with COE team to identify strategic initiatives to build efficiency, better reliability, improved CX and reduced Cost of operation at CC and partner end. - Align Teams KRA to enable CoE team to drive improvement initiatives. - Collaborate with CoE Team to build a sustainable Continuous improvement culture. - Motivate team members to participate in innovation and knowledge management drive. - Spearhead new product and process deployment and allocate resources to support the CoE Team. - Periodic review along with CoE team to ensure timely completion of projects and new product implementation. - Reward team members to motivate employees for projects and innovation. Abnormality Management: - Lead team to standardized response to mitigate immediate abnormal situations. - Spearhead team in critical situations and make quick decisions to restore normal operating conditions. - Work closely with CoE team to do RCA of abnormal conditions and implement appropriate actions to minimize future occurrences. - Conduct impact analysis and management reporting to the leadership team. Sustenance Management: - Strategize various sustenance mechanism like knowledge mgmt, standardization, layered KPI, OKR alignment, partner QoS management. - Conduct periodic teams goal setting in line with business strategy and monitor and review progress on regular basis. - Work closely with LD and CoE team to improve people skill through various training and team building interventions. - Develop partners and consistently identify new partners to reduce dependency and building partner efficiency. - Work closely with Quality and CoE team to build standardized processes and implement excellence framework. - Frequent audit, process walkthrough, supervisor Daily Work Management review and improvement. - Collaborate with CoE and CX team to work on layered KPI implementation at CC to ensure seamless strategy deployment till agent level. - Conduct periodic partner review of operations and align partner contract with changing business needs. - Spearhead various process and policy deployment for efficient partner QoS delivery. - Collaborate with CoE to promote innovation and continuous improvement across the CC organization. ,

Keyskills :
contact center operationsteam buildingpeople skillscontact centerwork managementimpact analysiscustomer supportchange managementbusiness strategymanagement reviewkpi implementationstrategy deploymentknowledge managementcommunication skills