Job descriptionAbout the TeamBeing part of Meesho's Fulfillment and Experience (F&E) team as Assistant Manager will zip youto the cockpit of our ever-burgeoning rocketship. And, youll shape the experience of Bharatsnext billion e-commerce users. Were an eclectic mix of over 100 professionals, all driven by the first principles of problem-solving. We come with diverse skill sets and responsibilities ranging from running operations/support to managing the supply chain, and maintaining analytics.At Meesho, were trying to do what's never been done before herald e-commerce into thetier-2, tier-3 cities of India.Our teams role in this ambitious mission is to reimagine logistics from the ground up completely. This means a host of "zero-to-one" projects (takers, anyone?) to build a supply chain that reimagines e-commerce, not just in India but globally.We focus on personal growth and fun at work just as much as we do on working hard. That iswhy, we have regular 1-1s virtual meetings, fun-filled monthly all-team catch-ups, and timelyrewards and recognitions.About the Role:As Assistant Manager - F&E, you'll build robust and reliable cost operations in F&E. And, youllachieve it by forging strong collaborations with the Business and Data teams.Youll work closely with Operations and Biz Fin in cost operations and reconciliation charters inorder to make a robust and reliable supply chain. To this end, youll own key initiatives andimpactful projects to revamp the our cost operations Your guiding question in this role will be is Meesho the preferred channel of e-commerce for all our customers, small entrepreneurs and users?.Youll answer this question every day through user-centric, cost-effective designs and processes. Youll also own the Cost, Loss and Reconciliation (COD and Shipment) for Fulfillment and Experience in your charter.What you will doConsult with business partners and stakeholders across India to determine the most effective monitoring strategyIdentify the gaps in expected levels of performancePlan the manpower to cater to Incoming ticket volumeTrack and monitor performance towards key metrics (e.g., CSAT, FRT (First Reply Time, Full Resolution Time, SLA, Tickets Aging)Implement improvement strategies and track them till the set goals are metSchedule and oversee governance meetings with all partners on performance, process, and quality metrics reviewProvide regular and timely updates along with tracking action plansCoordinate with relevant teams to solve problems faced by the outsourced partners and by the end customersPerform multiple tasks and adjust quickly in short timeframes with limited direct supervisionManage reporting, MIS, tracking and database management of all LMS-related activitiesUnderstand the larger CX vision and evaluate training requirements to help the vertical be better prepared to achieve the goalsMonitor activities performed by the team and direct individuals in case of any discrepanciesSet up expectations with the team and drive team KPIs along with your individual targetsOversee the complete operations of email support from ticket creation to resolution with the help of built-in SOPs and collaboration with dependent teamsWhat you will needBachelors degree in any disciplineMinimum of 2-3 years experience in a supervisory role for the non-Voice process (e-commerce background & non-BPO/KPO)Knowledge of contact centre metricsKnowledge of Ticketing Tools/CRMs i.e., Freshdesk, Zendesk, Kapture, etc.Knowledge of Excel, Google Sheets and SlidesExperience in managing large and diverse teams across multiple sites in a fast-paced environmentProven ability to deal with rapid change and ambiguityProven track record of defining and driving initiatives with minimal supervisionExpertise in multi-front stakeholder managementFlexible to work on weekends and holidays with complete ownership of the processRole: Non Tech Support - Voice / BlendedIndustry Type: Internet (E-Commerce)Department: Customer Success, Service & OperationsEmployment Type: Full Time, PermanentRole Category: Voice / BlendedEducationUG: Any GraduateKey SkillsSkills highlighted with ‘‘ are preferred keyskillsVendor Reconciliationgross loss reductionVendor PaymentsInvoice ProcessingAccounts PayableReport this jobAbout companyAbout MeeshoMeesho is Indias fastest growing e-commerce company. We started in 2015 with the idea ofhelping mom & pop stores to sell online. Today, 5% of Indian households shop with us on anygiven day. We’ve helped over 15 million individual entrepreneurs start online businesses withzero investment. We’re democratising internet commerce by offering sellers a 0% commissionmodel on our platform — a first for India. We aim to become the e-commerce destination forBharat.We’re currently valued at $4.9 billion, with marquee investors supporting our vision. Some ofthem include Sequoia Capital, Softbank, Fidelity, Prosus Ventures, Facebook and ElevationCapital. We were also featured in Y Combinator’s 2021 Top Companies List and were the onlyIndian startup to make it to Fast Company’s The World’s 50 Most Innovative Companies in 2020.We ranked 6th in Linkedin’s Top Startups List 2021. Our strongest asset is our people. We havegender-neutral and inclusive policies to promote our people-first culture. Please check outmeesho careers for our openings.Our MissionDemocratize internet commerce for everyone.Our VisionEnable 100 million small businesses in India to succeed onlinCompany InfoAddress:Helios Business Park Tower E, 3rd, 4th, 5th Floor, Block E, No.150, Marathahalli – Sarjapur Outer Ring Road, Kadubeesanahalli, BANGALORE, Karnataka, India
