Flipkart - Associate Director - Voice Operations

Position: Associate Director voice operations

For Flipkart, Customer experience is a differentiator for providing sustainable growth.

Customer experience is the first point of contact for Flipkart customers to resolve any challenges faced during their shopping. It is an ITES support provided via voice, email & chat. In next 3-4 years, Flipkart will be one be the largest marketplace in India with millions of customers shopping on the platform. The role is to lead voice operations of inhouse team. This team is the most premium queue that sets the benchmark of voice operations across the partner ecosystem. This team also provides differentiated experience to our customers.

At Flipkart, high focus on ownership and impact allows freedom to experiment and innovate. The pride is when you see the impact of what you have created. The ability to see what your contribution does to the business is a rare experience, add to that the fact that the impact of it is felt by your friends and family in India - the experience is extremely gratifying.

Your Part:

Spearhead voice operations of in-house teams driving vision and strategy

Define, track and improve key metrics pertaining to customer experience

Continuous performance review based on quality and speed to align end objective of customer delight

Explore and implement new models for serving customers

Drive strong system capabilities partnering closely with Technology/Engineering team for customer experience

Collaborate across functions to drive process capabilities

Develop, mentor and motivate the team to achieve goals

Work closely with enabling/business Partners like HR, Finance, and legal and other operation teams

You (Must Haves):

Experience in handling large ITeS in outsourced/captive setup.

MBA from tier 1 institute with a general management experience of 8+ years in an operational leadership role.

Strong negotiation skills & very high customer orientation.

Functional/Technical background. Should have an experience in leading & working with large teams.

Excellent communication skills