Zomato Job 2022 – Senior Manager Job For Graduates In Bengaluru

Process Design
To Collaborate with all the key business stakeholders to understand the BRDs | PRDs and ideate, design, rollout effective & efficient CC processes to resolve customer queries, requests, complaints arising across the touchpoints in the journey

To periodically review the existing CC Processes using effectiveness & efficiency lens and optimize
To conduct PFMEA to identify the failure modes in the existing processes, assess the risk using RPN and mitigate the risks by redesigning the processes

Process Automation
To effectively synergize between process design and process automation to deliver effective and efficient CC Processes
To identify repeated agent error opportunities and build Poka-Yoke solves to eliminate agent error
To minimize the cognitive load on the CC Agents and standardize the resolution outcome by deploying smart tools / calculators etc.

Projects
To Promote CI culture & structured problem solving capability across the organization
To identify and drive key projects to support L0 Goals attainment
To maintain projects hopper to bridge the performance gap across L0 Goals
To enable Ops, Quality, Training with required data insights to lead actions to improve the process performance
To drive in-house LSS Certification program – Identify potential team members across the functions, train them on LSS YB | GB, Facilitate & mentor projects completion to impact L0 metrics
To drive overall program management of all projects at CC Organization

People Management
To influence, nurture and develop a self motivated high performing team
To support identification and attainment of Individual development goals