• Reliance Industries - Workforce Management & Strategy Manager - Ajio.com Jobs in Bangalore,India

  • Reliance Industries

Job Description:

Job Mandate

Cx Experience and Strategy lead in E-Commerce need to understand how services are performing, along with identifying potential areas of risk 7 days a week,24 hours a day He need to closely work with the SCM, Customer Service Ops and technical team and is a major contributor to find out the gaps and streamline the same in customer order lifecycle as well as in WFM Perform feasibility analysis, scopes projects, and works with the SCM & Operations team to prioritize deliverables & mitigate the gap in any delay to the consumers of each and every service The position is a keen communicator between the SCM team and consumers to help identify, communicate and resolve issues

Key Responsibilities

- Proactively work to improve the health and performance of Order Life Cycle along with the SCM team

- Manage long term forecast / staff plan and lead monthly staff and budget meeting

- Experience in designing and developing Tableau Reports, Documents and Dashboards as per specified requirements and timelines and presenting them in a variety of formats to users

- Ability in effectively using best practices in Business Intelligence while implementing the Tableau reports

- Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and downtime

- Oversee intraday management of scheduling procedures, analysis of real time workload requirements and call routing to manage performance

- Bring efficiency in internal business processes of each level through automation

- Responsible for Identifying order processing pain points and areas for improvement

- Need to prepare the sop and proactively inform to the consumers through SMS/Email for any delay in services as per the promise date conveyed to them

- Need to closely work with warehouse, logistic and other concerned team to resolve the issue which impact the timelines of the services provided to the consumers

- Help Formulate a data driven business case for improving customer experience

- Responsible for executing quantitative analysis that translates data into actionable insights

- Responsible for creating various analysis on time and motion study of order, return and refund lifecycle in existing process

- Ability to Benchmark and monitor performance relative to industry standards

Educational Qualifications

- Graduate/Post Graduate in any specialization

Years of Experience (minimum & maximum) - 3 + years

Profile Summary:

Employment Type : Full Time
Functional Area : ITES / BPO / KPO / Customer Service / Operations
Salary : Not Mentioned
Deadline : 20th Feb 2020

Key Skills:

Company Profile:

Not Mentioned

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