Walk-in Interview -team Lead-customer Support-inbound Operations-voice - Flipkart

Flipkart

 

Flipkart was given wings in the year 2007 by two IIT alumni, Sachin and Binny Bansal. In what has been a stupendous six year journey so far, today we stand tall as India's largest ecommerce marketplace, with the highest sales of consumer electronic products and books, surpassing large offline chains in these categories. With more than a million visitors every day, and a registered user base of 10 million we are one among the top 10 websites in India today.

Our focus has always been on making online shopping a delightful experience for customers - and that will always be our core purpose. With rapid growth in internet adoption and mobility, e-commerce is poised to grow manifold, and Flipkart is strongly positioned to leverage this opportunity. Patronage from investors has been encouraging ever since Flipkart was born and recently Flipkart raised over Rs. 2000 crores in funding, reposing investors faith in us. We aim to hit USD 1 billion in GMV by 2015 - we are more than halfway there already! Our vision is to be $20 billion Company by 2020.

Yes, we have great plans for the future, but we have come this far in a short span of 6 years, largely because we have stayed focused on hiring and retaining the best talent and offering our employees great opportunities for learning, skill development and growth.
Looking for candidates strong in Operations & Team Management for the "Team Leader Customer support-Inbound Operations" role.
Details of the role as under.
Overall Experience : 3+ yrs
Relevant Experience : 1+yr of TL exp on papers (Experience as a Team Lead in BPO Operations for Inbound, Voice, Non-Technical process only entertained). Experience in daily operations & team management
Work Location : Ozone Tech Park, Garvebhavipalya, Bangalore
Education: 10+2+3(Diploma)/ Graduation/ PG

Workdays: 6 days-Rotational

Work timings: Rotational shift

Language Proficiency : English & Hindi

Immediate Joinees preferred

Cab facility avaialable (Paid benefit)

Overview of the role:

Must posses Customer Service Attitude, Mentor and develop the team, 

Responsible for Teams performance on operational Metrics

Preferably from BPO background, Effectively manage shift operations. 

Strong Knowledge and Experience on Operational Metrics. (CSAT, AHT, Shrinkage, Quality scores, RAG analysis, Maintaining SLA, Attrition management Etc) 

Handling Escalation calls of Customers and confirming Customer Satisfaction, track & ensure closure of complaints.

 
Strong Rapport building skills with Team amp; stakeholders, ensuring less attrition in the team 

Evolve more effective work process for improving customer interactions.

Constantly monitor & review performance metrics for achievement of objective

To effectively manage Contact Centre operations for constant performance achievements. 

Contributing as a revenue Generator for the given project. 

Identify relevant training needs of agents; ensure effective implementation. 

Interface with IT/HR/ Training/Quality inorder to improve the teams Performance
Walk-in interview at the below mentioned venue
Flipkart Internet Pvt. Ltd.
No.56/18 & 55/09,
Ozone Manay Tech Park(Ozone Group), 7th Floor,
Garvebhavi Palya,
Hosur Road,
Bangalore - 560068
Landmark: 3kms from Silk Board, Near Oxford Institution, Opp. Nandi Toyota Showroom(2nd one)---Kudlu gate(junction) stop.
Contact Person: Rajani
Kindly mention on your resume the Job title (TL-CSI) & contact person name

Salary: INR 2,00,000 - 5,50,000 P.A

Desired Candidate Profile

Education:

UG - Any Graduate - Any Specialization
PG - Any Postgraduate - Any Specialization, Post Graduation Not Required
Doctorate - Any Doctorate - Any Specialization, Doctorate Not Required

Please refer to the Job description above