Lead Job in Flipkart

Role - Lead CX Planning

Location - Bangalore

About Flipkart

In 2007, we started the Flipkart journey by selling books online. But now, over a decade later, our story is quite different. Today, Flipkart is Indias largest online marketplace and one of Indias leading technology powerhouse that is disrupting the way India shops online. What has got us here? The dynamic, passionate and talented folks we call Flipsters!

Our core values define our identity and form the basis of our actions and reflect in everything that we do at Flipkart. Values enable us to shape the desired organizational culture in which each Flipster can thrive and be at their best.

We believe in taking bold bets and changing the paradigm, having a sense of urgency to solve problems strategically and putting great ideas into action. We look at the world from our customers point of view and keep customers at the heart of everything we do. We strive to do the right thing always and be committed to our customers and stakeholders.

About the Team

Contact Centers within the e-Commerce industry across regions in India are in an emerging phase and are dynamic. With the growing scope of activities and multiplicity of business and departments involved there is a need to transfer best practices that improve productivity, service efficiency, performance management and analytics through business intelligence in C-Ops vertical of Flipkart. With the intent of ensuring that with standardized best in class Contact Centre Performance Management and Analytics and Business Intelligence, a team member with the relevant experience and expertise is required.

What youll do:

• Volume forecasting and capacity planning across different line of business and different channels of Customer Experience team and ensure SLAs are met month-on-month

• Create multiple Forecasting Models considering business inputs as variables like customer behavior, decay, regression, time series.

• Drive forecast accuracy targets at a Month/Day/Interval level for various line of businesses

• Develop & deliver dashboards and presentations to senior management

• Work with outsourced partners and other internal departments to drive and achieve common goals.

What youll need:

• Minimum 3 years of work experience in the contact center planning environment. Graduate in Maths /Statistics/Economics or planning management.

• Advanced level expertise in MS Excel and MS PowerPoint

• Must be a self-starter who requires minimal supervision, with excellent problem-solving skills

• Understanding of Forecasting/Scheduling/Capacity Planning principles.

• Understanding of WFM functioning and deliverables.

• Good analytical skills for MIS, number-crunching & reporting to internal & external customers.

• Good verbal & written communication skills.