Online Contact Center Manager

Job Description:

Myntra, one of the leading online fashion and lifestyle retailers, is seeking a dynamic and experienced Online Contact Center Manager to join our team in Bangalore, Karnataka. As a Mid-to-Senior Level position, the ideal candidate will have at least 6 years of experience in contact center management and a proven track record of success in a fast-paced online retail environment.

Responsibilities: 1. Manage and oversee the day-to-day operations of the online contact center, ensuring smooth and efficient customer interactions. 2. Develop and implement strategies to improve customer service and satisfaction levels. 3. Monitor key performance indicators (KPIs) and regularly analyze data to identify trends and areas for improvement. 4. Lead a team of customer service representatives, providing guidance, training, and support to ensure high-quality service delivery. 5. Collaborate with other departments, such as marketing, sales, and IT, to address customer issues and enhance the overall customer experience. 6. Stay up-to-date on industry trends and best practices in customer service management. 7. Handle escalated customer complaints and issues, resolving them in a timely and professional manner.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Proven experience in a contact center management role, preferably in an online retail environment. 3. Strong leadership and communication skills. 4. Ability to multitask and prioritize tasks effectively. 5. Proficiency in customer service software and CRM systems. 6. Confidence and drive to lead a team and achieve goals. 7. Creativity and adaptability to problem-solving and decision-making. 8. Excellent analytical and problem-solving skills.

Benefits: 1. Profit sharing opportunities. 2. Company transportation for eligible employees. 3. Disability insurance coverage.

Working Environment: At Myntra, we value a culture of curiosity and continuous learning. We encourage our employees to ask questions, explore new ideas, and collaborate across teams to drive innovation and growth.

Deadline to Apply: Interested candidates should submit their applications by June 20, 2024.

Equal Opportunity Statement: Myntra is an equal opportunity employer and is committed to creating a diverse and inclusive work environment for all employees. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, or any other protected status.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.