Assistant Manager- WFM

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As an Assistant Manager- WFM at Meesho, you will be responsible for streamlining processes, driving key metrics, and ensuring a world-class experience for customers. You'll be involved in forecasting, capacity planning, resource management, and financial analysis. This is a full-time on-site opportunity located in Bangalore Urban, Karnataka, India.

JOB DESCRIPTION

About the Team

You will be joining the Fulfillment and Experience (F&E) team at Meesho working on enabling Meesho entrepreneurs deliver a world-class experience to their customers. As one of the prime movers in the e-commerce logistics ecosystem, the F&E team are solving industry-defining problems at scale that few startups can offer globally.

About the Role

As an Assistant Manager- WFM, you'll be responsible for identifying gaps in delivery metrics, manpower capacity & billing validations, ensuring no impact to customer experience and demonstrating long term, mid-term and short-term forecast and capacity plans to business owners. You will be involved actively in reviewing complex financial information, business analysis, resource management, and functional documentation.

What you will do

Work closely with outsourced partners and Meesho internal stakeholders in streamlining processes and driving key metrics.
Participate in partner review calls in identifying gaps in delivery metrics, manpower capacity & billing validations, ensuring no impact to customer experience.
Demonstrate long term, mid-term and short-term forecast and capacity plans to business owners and Customer Experience Leadership. Align customer demand and balance out the agent level shrinkage, utilization, and occupancy levels.
Drive capacity requirements for various customer touch points (CMB calls, Chat, Email, social media) after encompassing the various initiatives planned namely automations, self-serve, process improvements, etc.
Develop full-scale capacity plans, associated communication documents, define key variables, create strategies for risk mitigation and contingency planning.
Review and evaluate past trends in key performance indicators including all areas of Operations, Sale trends, Unit volumes plans, Category mix and policies associated with sales.
Supervise the creation and maintenance of User IDs and accesses for entire Customer Experience group.
Supervise the scheduling and RTM for all captive consultants.
Monitor performance indicators, highlight trends, and analyze causes for unexpected variances.
Active involvement in reviewing complex financial information, business analysis, resource management, and functional documentation and recommend suggestions to senior management for improvements.
Proactively highlight potential pitfalls and deploy solutions, action plans to increase efficiency through improved monitoring, tracking, and ser

What you will need

8+ years within the field of WFM
Decision making capability, time management, WFM domain knowledge, Problem solving skills, Statistical and Analytical capability
Knowledge and understanding of statistical methods of forecasting
Bachelor’s degree in a numerical discipline desired
Good knowledge of CC technology and infra, expertise on WFM solutions as also reporting tools and programming tools.
Should be a good team player

About Meesho

Meesho is India’s fastest growing e-commerce company. We started in 2015 with the idea of helping mom & pop stores to sell online. Today, 5% of Indian households shop with us on any given day 😎. We’ve helped over 15 million individual entrepreneurs start online businesses with zero investment. We’re democratising internet commerce by offering a 0% commission model for sellers on our platform — a first for India. We aim to become the e-commerce destination for Bharat. How? Find out from our blogs!

We’re currently valued at $4.9 billion with marquee investors supporting our vision. Some of them include Sequoia Capital, Softbank, Fidelity, Prosus Ventures, Facebook and Elevation Capital. We were also featured in Y Combinator’s 2021 Top Companies List, and were the only Indian startup to make it to Fast Company’s The World’s 50 Most Innovative Companies in 2020. We ranked 6th in Linkedin’s Top Startups List 2021. Our strongest asset is our people. We have gender-neutral and inclusive policies to promote our people-first culture. Please check out meesho. careers for our openings.

Our Mission

Democratise internet commerce for everyone

Our Purpose

Har Indian ka APNA MARKET

Set alert for similar jobsAssistant Manager- WFM role in Bangalore Urban, India

Company

Meesho

Job Posted

a year ago

Job Type

Full-time

WorkMode

On-site

Experience Level

8-12 years

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