Assistant Manager Process Excellence
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Job Summary
Join a Team Thats Passionate About Making Lives Better!
At Bill Gosling Outsourcing we believe that success starts with an amazing team. We are a global leader in outsourcing solutions we focus on making lives better one connection at a time. We provide tailored solutions to businesses around the globe specializing in customer care sales and financial services. Were looking for enthusiastic driven individuals to join our dynamic work environment where fun meets results!
We are seeking a proactive and analytical professional to join our team as an Assistant Manager Process this role you will be responsible for evaluating improving and standardizing business processes to enhance efficiency quality and scalability. You will work closely with cross-functional teams at client site to drive data-backed improvements and ensure smooth adoption of new practices & also manage the performance of process excellence leads/BAs working in the domain.What Youll Do:
Job Description: Seller Support Operations - Assistant Manager
Experience: 5 Years in First Mile/Logistics/ e-commerce Operations
Work Schedule: 6 Days per Week (On-field/Hub-based as required)
Reporting to: Senior Manager - Seller Experience (Flipkart HQ)
1. Role Summary
You will be the primary driver of First Mile efficiency. Your mission is to bridge the gap between Seller expectations and Hub execution. You are responsible for identifying why pickups fail and ensuring those issues are resolved before the seller has to contact us.
2. Key Responsibilities
Hub Performance Intervention: Visit and coordinate with pickup hubs daily to identify un-attempted or failed pickups.
Tactical Problem Solving: Resolve ground-level
Contact Deflection: Proactively analyze the Seller Contact queue. Identify the top 5 reasons sellers are calling and implement ground-level fixes to stop those contacts at the source.
SLA Enforcement: Ensure that every shipment marked for pickup is processed within the designated window preventing any aging of orders.
3. Performance Scorecard (Quarterly Evaluation)
Your success is measured by the movement of these three dials:
Metric Goal
Contact Reduction Decrease the % seller support tickets.
Repeat Contacts Ensure sellers dont contact repeatedly in a week/month for the same issue
Pickup Pendency Ageing Ensure no pickups in the designated hubs have ageing of more than 2 days at any time
4. Candidate Requirements
Experience: 5 years of experience in First Mile operations (preferably in E-commerce Food-tech or Courier Express).
Execution Focus: Proven ability to work a 6-day week in a high-intensity environment.
Analytical Skills: Ability to use Excel/Dashboards to identify which specific hubs are failing and why.
Local Language: Proficiency in the local language of the region is highly preferred to manage ground staff and vendors effectively.
Soft Skills: Ability to influence without authority is high desired
Why Join Us
Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.
Comprehensive Training: We offer extensive paid training to ensure youre equipped for success.
Team-Oriented Culture: Work in a collaborative supportive environment with peers who are passionate about what they do.
Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.
Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events we foster a lively and inclusive work environment where youll build strong connections.
State-of-the-Art Offices: Work in our modern well-equipped offices designed to enhance collaboration and productivity.
Rewarding Work: Help businesses grow while making a real difference in peoples lives!
Get to Know Us Better! Follow us to get an insider view of our team in action our values in motion and a sneak peek into what makes us an awesome place to work!
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At Bill Gosling Outsourcing we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race gender age ability status or any other characteristic you are valued here.If you require accommodations at any stage of the hiring process we are happy to work with you to ensure you have the support you need just let us know.
Bill Gosling Outsourcing Where your career thrives!
Required Experience:
Manager
About Company
Discover tailored outsourcing solutions for your business needs at Bill Gosling Outsourcing. From BPO services, accounts receivable management, CX & contact center solutions.
