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Site Workflow Manager

World's most customer centric e-commerce company is looking for Site Workflow Manager to work from it's Hyderabad office.

Job Description:

 

Site Capacity Management
· Responsible for planning and executing ramp up and ramp down of the site
· Responsible for creating Internal Job Posting (IJP) calendar for the site including Customer Service Manager (CSM) and Operations manager (OM) IJPs based on inputs from Worldwide Capacity Planning (WWCP) team
· Coordinate with WWCP team to accurately represent site capacity and future strategy
· Coordinate with site recruitment team to create aggressive but realistic hiring plans for CSAs and determine optimal contract employee mix and contract durations
· Create staffing plan for Operations managers based on site strategy and future outlook
· Support Site OP planning for all OUs serviced out of the site
· Host site capacity review meetings with site Sr. Leadership and highlight roadblocks/changes in the plan along with impact on operations/finance.

Accountable for meeting site delivery and financial goals

People Management

Lead and manage a team of 3-5 Workflow Managers and 15-25 Workflow Analysts; responsible for the overall direction and performance of the teams

Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding site/skill delivery targets

Manage the career growth and development of the team by driving focus on  Leadership Principles

Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within the organizational unit

Responsible for Training employees; planning, assigning, and directing work; rewarding and disciplining employees; resolving conflicts; staffing; and development of employees, Standard Operating Procedures, high quality and productivity within the department

Carry out supervisory responsibilities in accordance with company’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution

Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments

Manage the career growth and development of the team by driving focus on Core Values. Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as an outstanding role model.

Operations and Project Management

Owner/co-owner for flexibility and efficiency related initiatives/goals at the site and responsible for initiating best practice sharing at a global level

Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team

Drive creation of quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives

Participate in business leadership (Sr. Managers and Directors) meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization

Work to build and maintain customer/stakeholder trust

Solving complex customer support issues and proactively heading off negative service trends.

Identifying and eliminating root cause barriers to accuracy, productivity, and quality

Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures

Developing and achieving performance goals and objectives in order to achieve customer support expectations

Represent site in global Workflow summits and contribute to world-wide workflow projects

Own productivity related updates for regular business reviews.



Skills required:

Ability to stay focused and keeps up with our continuous and fast-paced growth

Ability to motivate others to meet the daily challenges of an extremely deadline-driven environment

Ability to demonstrate strong commitment to employee development (including an emphasis on selection and retention), as well as an exceptional level of dedication, motivation and intelligence

Strong communication skills as well as a strong technical and analytical aptitude are required

Must be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem solving with an unrelenting passion for excellent customer service

Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of an extremely customer-focused and metrics driven environment

Ability to be a cost owner and drive cost effective measures in the department and across the organization

Ability to manage and drive process related automation with technical team where needed


Personal attributes and competencies:
· Demonstrated intense customer focus
· Demonstrated highest level of integrity, intellectual honesty, and strong work ethic
· Sharp, analytical, and thoughtful. Has sound judgment and ability to be right a lot. Thoroughly thinks through problems to come up with solutions. Applies fair and consistent criteria. Gathers the right input/data. Uses intuition. Is decisive. Makes good decisions when analysis of data is not sufficient to reach a conclusion
· Proven ability to drive continuous improvement for the entire site
· Proven ability to successfully thrive in an ambiguous environment and changing market conditions
· Simplifier but at the same time things big, takes smart risks, is innovative and can think out of the box. Develops original ideas, approaches, and solutions to typical, unusual, or difficult situations or problems
· Takes initiative. Doesn't wait to be asked. Plans efficiently while avoiding analysis paralysis
· Consistent effort, intense commitment, and willingness to go above and beyond when needed
· Strong team player, behaves like an owner, and ultimately focused on delivering results with high standards

Demonstrated ability to develop, direct, and manage a group of salaried employees including managing career growth and development of leadership team by driving focus on Core Values and Leadership Principles

Demonstrated ability in developing and implementing new strategies and procedures.

  • Qualification:

    Master’s Degree in Management, knowledge of statistical concepts and their application

  • Job Type:

    full_time

  • Salary:

    Upto 47 lpa

  • Location:

    , Hyderabad, - Hyderabad , Telangana , India

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