Sr Executive MIS _Customer Experience & Care

Senior Executive - MIS

ID: 1052 | 2 - 5 yrs | Bangalore | careers

Sr Executive MIS _Customer Experience & Care

Job Description And Responsibilities:

· Experience and understanding of contact centre 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 stake holders in order to plan & deliver effective schedules for Voice and Non-Voice Business.

· Generating reports to analyse 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 & 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 & 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, Macros, MS Access and SQL (Value add).

· Outstanding analytical skills

· Excellent written & verbal communications skills

In 2014, with a few restaurants on board, Swiggy started the hyperlocal journey, offering food delivery services within Koramangala, Bengaluru. Today, backed by the latest round of Series-H funding, and with presence in over 500 cities across the nation, the brand is Indian’s leading food ordering and delivery platform. Backed by technology and a growing fleet of over 200,000 Delivery Partners, Swiggy today enables over 140,000 Restaurant Partners who leverage our expertise, to provide unparalleled convenience to consumers across India.