Swiggy - Senior Analyst - Process Excellence

Senior Analyst - Process Excellence

Description: Senior Analyst - Process Excellence- (OPEx- Customer Care/Call Center Vertical)

About the Position:

- The Operational & Process Excellence team (OPEx) is focused on setting up a process excellence roadmap for the Swiggy Contact Center. It is our goal to continuously improve CC processes to make them more Efficient, Customer Centric, Reliable and Cost effective.

- This team is directly responsible for leading efforts to establish and sustain a culture of Operational Excellence and Continuous Improvement across all lines of business.

- The team acts as one of the enablers to achieve the long-term vision of achieving ?World Class Contact Center Services? for our customers

What you will do (Roles and responsibilities):

- Stay up to date with all metric level attainment, process updates and changes in the assigned business.-

- Using data and investigations to draw insights and provide recommendations on metrics including but not limited to AHT, FTNR, Quality, CSAT, Escalations and ITO

- Identifying opportunities for process improvement and undertaking lean, defect prevention or process excellence projects that facilitate quick wins as well as short to long term benefits for the org

- Work closely with operations, quality and training teams to gain insights into business management practices and value from each process. Providing recommendations to Add/Remove/Modify processes to boost efficiency and effectiveness of each effort.

- Start, run and maintain various Knowledge Management initiatives of the team including but not limited to - Development, Modification, Archiving of SOPs, maintaining knowledge base and creating/modifying workflows

- Partnering with training team to facilitate new hire orientation sessions on OPEx

- Run focus group sessions with the team to continuously identify best practices

- Metrics for performance measurement

- Completion of projects and associated tasks within timelines

- Process Insights and defects identified and solutions recommended

- Training initiatives facilitated

- Creation/updating of assigned SOPs within timelines

- Participation in continuous improvement culture building initiatives

- Compliance in attendance, knowledge test and other governance metrics

What do you need (Desired skills):

- Graduate (technology streams preferred)

- 4 to 10 years of Industry Experience

- Should have at least 2-3 years of experience with a solid track record in a Customer Service role, especially on metrics like Quality, CSAT and Average Handle times.

- Should have led at least 1 Green Belt Projects and be certified

- Proficient in implementation of 5S, Kaizen, Just in time and other lean methodologies

- Ability to work flexible hours and travel to partner locations, if required (all shifts and within country).

- Prior background in Process Excellence, Defect prevention, Production management or Lean, preferably in an Omni-Channel Contact Center.

- Proficiency & sound knowledge in preparing MS office presentations and excel spreadsheets.

- Ability to look deeper, beyond the obvious, observe different methods and link their results with overall impact on customer experience or efficiency.-

- Ability to dissect a service process into various components and investigate them individually.-

- Communicate effectively, using different modes of communication and influence individuals from a varied skill set and background

- A very strong customer centric mindset, openness to new ideas and experiments

- Experience in a Customer Service environment with exposure to Voice/Email/Chat/SM mode of customer interaction.

- Completed Six Sigma Green/Yellow Belt Certification from a reputed accreditation body

- Having prior experience in conducting/facilitating White belt / Yellow belt trainings

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