Swiggy Off Campus Drive 2022
Junior Analyst
Job Location : bangalore
Tue Jun 14 2022

Qualification : Any Degree
Full Time
Salery : As per company standard

About Company
Swiggy is India’s leading on-demand delivery platform with a tech-first approach to logistics and a solution-first approach to consumer demands. With a presence in 500 cities across India, partnerships with hundreds of thousands of restaurants, an employee base of over 5000, a 2 lakh+ strong independent fleet of Delivery Executives, we deliver unparalleled convenience driven by continuous innovation.

Job Description

  • Ensuring Customer/DE priorities for new or changed products and services, in alignment with desired business outcomes, are effectively established and articulated with business benefits.
  • Understand the customer/DE priorities, ideate and provide on required future solutions. Continuously gather the voice of the customer/DE to further improve the overall customer/DE experience for all new products and new initiatives.
  • Create process SOPs for OMT Operation and Business to provide seamless and world class experience for our customers and Delivery Partners.
  • Ensuring conflicting stakeholder requirements are mediated appropriately.
  • Identifying current process flaws and driving improvements to meet desired expectations.
  • Implement best in class knowledge management systems and drive standardization across CC/OMT operations.
  • Tracking customer/DE and technology trends that could impact customer perception and service provision.
  • Proactive intervention in the process by quickly identifying and analysing the trends or patterns.
  • Initiate improvement projects in collaboration with CC leadership to ensure projects deliver intended business and customer value.
  • Implement best in class knowledge management systems and drive standardization

Skills Required

  • Should have at least 1 to 4 years of experience in understanding customer/DE processes in contact centre environment or on demand services institutions.
  • Outstanding management, interpersonal communication and organizational skills
  • Solid data analytics skill, analytical problem-solver with ability to decompose problem
  • Demonstrated experience in Process design for customer delivery.
  • Experience in Non food LOB.
  • Any Graduate
  • Candidates with OMT LOB experience will only be considered for further selection rounds