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BriefCase

Knowledge Management Specialist Job in Myntra

Knowledge Management Specialist

Myntra 4+ weeks ago
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Job Summary Job Title: Team Leader Seller Support Position Level: Team Leader / Associate Reporting To: Manager / Senior Manager Minimum Skills Required: Proven experience managing outsourced inbound and outbound email and call processes for seller or customer support in a leading e-commerce company. Oversee daily operations of the contact center to ensure efficient and effective service delivery. Monitor and manage key performance indicators (KPIs) to consistently meet or exceed targets. Develop and implement standard operating procedures to guarantee service quality and consistency. Ability to work independently, making swift decisions as needed. Experience in driving projects or initiatives aimed at process improvement. Consistent performer in the top quartile of your team or department. Capable of executing tasks with minimal supervision. Strong multitasking skills and adaptability to rapidly changing situations. Build rapport with team members to foster a positive team environment. Exceptional communication, organizational, motivational, and time management abilities. Willingness to work flexible hours when required. Maintain a strong rapport with other departments. Key Result Areas (KRA) and Responsibilities: KRA: Ensure vendor partner performance aligns with turnaround time (TAT), first response time (FRT), and aging targets. Reduce the number of complaints and support tickets. Achieve a steady improvement in Partner Support vendor experience scores. Drive and implement at least one tangible improvement initiative each quarter. Meet transactional quality and customer satisfaction targets. Responsibilities: Prioritize employee satisfaction and well-being. Collaborate with outsourced partners to ensure their objectives are met. Monitor team performance through email and call audits, providing constructive feedback and coaching. Generate daily reports on Partner Support metrics and overall departmental performance. Develop action plans for areas needing improvement and lead initiatives to address them. Coordinate with the knowledge manager to ensure the team is updated on process knowledge. Conduct assessments to evaluate team knowledge. Manage and resolve escalations from vendors effectively. Participate in company-wide projects and initiatives, including curriculum updates or travel to support new initiatives. Maintain regular communication with partners and processes through calls and emails to gauge their needs and sentiments, including conducting surveys. Qualifications & Experience: Minimum of 2 years of experience managing a BPO contact center. Strong analytical and problem-solving capabilities. Proficient in contact center technology and CRM systems. Solid knowledge of MS Office applications.
Experience Required :

Minimum 2 Years

Vacancy :

2 - 4 Hires

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