Senior Executive - MIS-Customer Care

Swiggy

Bangalore, IN
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/09/2021
  • Website: swiggy.com
  • Company Address: Tower D, 9th Floor, IBC Knowledge Park, Bannerghatta Road, Bangalore – 560029, India

About Swiggy

Swiggy went from just 2 neighbourhoods in Bangalore in 2014 to become India’s largest on-demand delivery platform! We have made our mark in 500+ cities and our fleet of Delivery Partners has reached a staggering 2.25 lakh+ individuals, who are hard at work to offer unparalleled convenience for our consumers.

Job Description

Job Description:- 

  • Experience and understanding of contact center dynamics, including staffing, queues, Ameyo call reporting, Avaya Reporting, Freshdesk chat, Email tool reporting and performance measurements.

  • Roster Preparation on a weekly/fortnightly/monthly basis by coordinating with Ops. Effectively coordinating with all stakeholders in order to plan and deliver effective schedules for Voice and Non-Voice Business.

  • Generating reports to analyze business performance across functions on a periodic basis with adherence to quality and accuracy.

  • Should have knowledge of Dashboards, automation process and Catering to reporting requirements from Operations and other teams

  • Troubleshooting and validation of various data requests through SQL.

  • Documentation of reporting process to ensure backup and consistency.

  • Ensure periodic and accurate collection and updating of data.

 Desired Skills:

  • 2-5 years work experience in similar profile

  • Outstanding Excel skills- comfortable using formulae, pivots, charts and Advance Excel 

  • Strong stakeholder management and Ability to work in a dynamic environment

  • Should be comfortable with 24*7 shifts and Ability to work occasionally evenings and weekends to meet deadlines.

  • Hands-on experience on MS Excel(Advanced Level), Macros, MS Access and able to write SQL queries (Value added).

  • Outstanding analytical skills

  • Excellent written and verbal communications skills

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.