Team Lead - Operations

Operations:

·         Facilitate day to day Operations

·         Take 2nd level escalated calls as floor supervisor

·         Take inbound calls for specified period in a month

·         Checking on call distribution and/or other operational road blocks and helping ease them for his/her Team

·         Keep a close track on FCR and critical call parameters like AHT, ATT, Idle time and quality scores & continuously review/coach agents on same

·         Maintain accurate and updated knowledge of all Myntra’s procedures and systems

·         Provide expert assistance to champions on product and escalations and assist champions with customer complaints, where necessary

·         Brief staff daily on changes and issues that affect customers or the team, or ensure that staff has accessed to this information

·         Encourage and implement best practice across the team

·         Managing staff breaks

People:

·         Managing Team Performance

·         Effective monitoring of champions and providing instantaneous feedback on productivity issues where required

·         Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc

·         Track and monitor break adherence and roster

·         Ensure team is clear on quality and service performance expectations, and are striving to exceed these expectations

·         Keep agent motivated to perform on deliverables and help them deal rejections and demands of Inbound/Outbound and E-mail process

·         Assist/support team members with personal development planning

·         Use the performance information to provide positive reinforcement of behavior or skill

·         Use information provided by the quality team to provide feedback to individual champion

·         Create development plans for champions geared to drive world class results

·         Develop and enhance a team based culture and actively encourage a cooperative work environment 

Organisational:

·         Support the management of other staff in the absence of team leaders

·         Provide assistance to other work units when required, particularly in the management of queues

·         Where required, support the management of checks/audits

·         Identify ways to improve skill issues that face the team as a whole, and action accordingly

·         Participate in companywide projects/assignments, which could include working on curriculum updates/revisions or travelling to assist with new centre launches

Please write to g.paul1979@gmail.com for details or call 98106509881 for quick response.

Content Writer

Content writers in the area of Teacher Education/Education Policy/Development studies)

Role:

·         To be able to write well written knowledge pieces on subject of teacher education in simple, easily comprehensible terms.

·         To be equally comfortable in dealing with conceptually heavy academic reading as well as NGO materials and blogs of social change leaders, to both source their ideas and source relevant knowledge materials and references for sharing with the Foundation members and University faculty.

·         Able to comprehend both data heavy writing and reports as well as conceptual and discursive materials.

·         To be able to delve into Foundation documents and areas of work to identify interesting themes and support our colleagues in other units to co build deep documentation efforts.

 

For any queries/ clarifications, please feel free to write to g.paul1979@gmail.com or call 9810659881 for quick response.

Trainer

Overview:

Will be responsible for delivering new hire and continuing education classes to our front line employees, the Customer Service Executive (CSE).  They assume the role of a classroom facilitator, coach and supervisor.  Trainers demonstrate effective leadership skills through developing awareness and knowledge of Myntra values, customer service skills, computer skills, product, policies and procedures.

Facilitator:

·         Deliver/facilitate new hire training using the provided curriculum to newly hired customer service executives

·         Facilitate continuing education classes to existing CSE's for new products, services, customer service skills and market launches

·         Provide performance feedback to class participants in the classroom

·         Create and maintain a conducive adult learning environment for all participants, new hire or continuing education

·         Communicate with various departments within the organization including resource planning, human resources, quality etc.

·         Actively participate in Train The Trainer (T3) sessions as well as pilot sessions where applicable

·         Participate in companywide projects/assignments, which could include working on curriculum updates/revisions or travelling to assist with new centre launches

·         Attend quality calibration sessions regularly

·         Participate in New Hire process with operations and HR

Coach:

·         Provide timely, accurate and effective feedback to CSE regarding job performance

·         Take escalated calls, approve adjustments and monitor CSE's for quality

·         Create CSE development plans geared to drive world class results Supervisor.

·         Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc.

·         Partner with HR when initiating corrective action

·         Administer and grade paper evaluations for new hire classes and level 1 and 2 evaluations for continuing education classes

Kindly write to g.paul1979@gmail.com or call 9810659881 for details.