Job Description

Company	Myntra
Position	Project Manager
Qualification	Any Graduates
Experience	1 to 2 years
Location	Bangalore/Hybrid

About the job

Junior Program Manager, Knowledge Management Team

In this role, you’ll oversee organisational and Contact Centre stakeholders, ensuring seamless integration of changes. Focus on implementing platform-level modifications and coordinating new feature launches. Engage with senior stakeholders for effective communication. Manage the impact of changes at the organisational level and facilitate the adoption of new procedures within the Contact Centre. Hold a crucial position in the program management team, taking ownership of change initiatives for successful execution.

Project Manager Responsibilities 

1. End-to-End Program Management

   – Oversee integration of organisational changes within the Contact Centre (CC) space.

2. Collaboration and Alignment

   – Ensure alignment between teams involved in the program, fostering open communication to address cross-functional challenges.

3. Integration Testing

   – Conduct thorough testing of new platforms in a controlled environment before CC-wide rollout.

4. Data Analysis

   – Collect and analyse CC performance data for improvement insights and decision-making.

5. Process Improvement

   – Identify and streamline operational processes, enhancing overall efficiency.

6. Training and Documentation

   – Develop SOPs and documentation for new processes/tools. Conduct walkthrough sessions for support teams.

7. Quality Assurance

   – Collaborate with the QA team to monitor agent performance and adherence to quality standards.

8. Stakeholder Communication

   – Maintain effective communication with senior stakeholders, providing regular updates on project progress.

9. Tool Integration

    – Assist in implementing and integrating new tools into the CC, ensuring a smooth transition.

10. Customer Experience Enhancement

    – Collaborate with Customer Experience teams to improve interactions and overall satisfaction.

11. Monitoring and Reporting

    – Establish mechanisms to monitor post-implementation platform performance and gather feedback.

Project Manager Qualifications and Experience Required

• Possess a Bachelor’s degree in any field.
• Holding a Project Management certification is a valuable asset.
• Accumulated 6-8 years of professional work experience, with a preference for Contact Centre experience.
• Demonstrated 1-2 years of experience in program management, project management, or a related role.

Project Manager Skills Required

• Exhibit strong strategic thinking and problem-solving abilities.
• Showcase excellent interpersonal skills, emphasising collaboration and rapport building.
• Demonstrate effective communication skills, including the ability to influence and negotiate.
• Thrive in dynamic environments, showcasing quick learning abilities and adaptability to change.
• Bring experience in stakeholder management and conflict resolution.
• Possess robust analytical and decision-making skills.

Apply Link : Click here

Swiggy Senior Manager 2023 | Apply Now