Job Description

About More Retail Private Ltd (MRPL) MRPL is one of India\'s largest and fastest-growing Omni Channel Food & Grocery retailers. MRPL is committed to building India\'s most customer-obsessed business with the world\'s best omnichannel food and grocery experience and all of this on a massive scale. Purpose of the Role The custodian of this role will monitor and work closely with the Customer Support Team and will ensure resolution of customer complaints & queries under a specific timeline. Principal Responsibilities Work closely with the Customer Support Team, motivating and coaching them Conduct 1:1 and team meetings, weekly & monthly performance reviews Ensure training and development plans are maintained for all team members. Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved. Manage the fair and consistent application of performance management and disciplinary measures as necessary. Create a \'roster\' for your team for at least 15 days & also coordinating with other team leads to ensure not more than 2 leave slots per day are approved in each roster. Planning and creating the ops roster for a period of 2 weeks with minimal changes. Create daily and weekly targets, hourly team split, hourly resolved targets, etc. Support the Operations Team to highlight operational risks and areas for improvement Lead and inspire a team to deliver excellent levels of individual/team performance and customer satisfaction. Work with the management team to identify and deliver positive change and business efficiencies. Deliver the allocated part of the operation within agreed budgets, service levels and business targets. Escalate any appropriate problems to core team & senior management Support the management team to highlight operational risks and areas for improvement. Education and Experience Graduate with a minimum of 5-6 years of team management experience in the Customer Experience function Excellent leadership and communication skills Strong coaching and people-development skills through call listening, email reading, quality feedback, etc. Ability to deal with demanding customers and escalations A creative problem solver with a zeal to excel in Customer Service function Must be process oriented - quick adoption of SOPs Prior experience on customer service software tools like zendesk, freshdesk, etc. Proficiency in Microsoft Office and customer service software. Understanding & Usage of Analytical Tools & SQL will be an added advantage Values Collaboration Customer Obsession Frugality Innovation Grit Integrity Growing Talent

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