Zomato Job 2022 – Senior Manager Job For Graduates In Bengaluru

Job Title: Senior Manager – Process excellence

Salary Package: ₹22,000 – ₹25,000 a Month

Company Name: Zomato Limited

Job Location: Bengaluru, Karnataka

Qualification : Bachelor’s Degree

Job Info:

  • Key Responsibilities (What you will do)
    To lead and mentor the contact centre process design team, process automation team and projects team

    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.

    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

    Click Here : Apply Now

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