Customer Experience Coach

Flipkart

  • Mumbai, Maharashtra
  • Permanent
  • Full-time
  • 1 month ago
  • Apply easily
Job Description :

Customer Experience Coach

1. Ensure new delivery executive undergo and complete On-the-job induction and training at the hub.
2. Deliver refresher training to the delivery executives in the hub on current and revised processes.
3. Ensure full compliance to operations standards.
4. Identify and close gaps in performance demonstrated by delivery executives through coaching.
5. Share feedback from the delivery executive with the relevant designated POCs, and ensure closure on the feedback loop where possible be the voice of the delivery executive.
6. Maintain data of delivery executives about their on the job training, assessments and field performance observation.
7. Ensure focussed refreshers for the non-performing delivery executives.
8. Motivate the delivery executive to enhance the performance.
9. Control attrition of the delivery executive. Identify reasons for attrition. Conduct Exit Interviews and update Hub In-Charge and HR. 10. Share best practices from other hubs in the country for delivering delightful experience to the internal and external customers. 11. Maintain MIS (Records) of training and individual s performance
12. Communicate changes in operational standards, processes and Ekart policies to delivery executives from time to time.
13. Conduct huddle with the Hub team on daily basis.
14. Support HUB In-Charge on employee engagement initiatives.
15. Coordinate with HR and resolve employee queries about employee benefits and compliances.
16. Create awareness of safety process as per company policies.
17. Creating awareness of Zero Tolerance Policy (ZTP) and Code of Conduct (COC). Posted On :

Customer Experience Coach

1. Ensure new delivery executive undergo and complete On-the-job induction and training at the hub.
2. Deliver refresher training to the delivery executives in the hub on current and revised processes.
3. Ensure full compliance to operations standards.
4. Identify and close gaps in performance demonstrated by delivery executives through coaching.
5. Share feedback from the delivery executive with the relevant designated POCs, and ensure closure on the feedback loop where possible be the voice of the delivery executive.
6. Maintain data of delivery executives about their on the job training, assessments and field performance observation.
7. Ensure focussed refreshers for the non-performing delivery executives.
8. Motivate the delivery executive to enhance the performance.
9. Control attrition of the delivery executive. Identify reasons for attrition. Conduct Exit Interviews and update Hub In-Charge and HR. 10. Share best practices from other hubs in the country for delivering delightful experience to the internal and external customers. 11. Maintain MIS (Records) of training and individual s performance
12. Communicate changes in operational standards, processes and Ekart policies to delivery executives from time to time.
13. Conduct huddle with the Hub team on daily basis.
14. Support HUB In-Charge on employee engagement initiatives.
15. Coordinate with HR and resolve employee queries about employee benefits and compliances.
16. Create awareness of safety process as per company policies.
17. Creating awareness of Zero Tolerance Policy (ZTP) and Code of Conduct (COC). Open Positions :

1 Posted On : 01-Jan-1970 Skills Required :

Communication skills, training skills, stakeholder management Posted On : Communication skills, training skills, stakeholder management Role :

Customer Experience Coach

1. Ensure new delivery executive undergo and complete On-the-job induction and training at the hub.
2. Deliver refresher training to the delivery executives in the hub on current and revised processes.
3. Ensure full compliance to operations standards.
4. Identify and close gaps in performance demonstrated by delivery executives through coaching.
5. Share feedback from the delivery executive with the relevant designated POCs, and ensure closure on the feedback loop where possible be the voice of the delivery executive.
6. Maintain data of delivery executives about their on the job training, assessments and field performance observation.
7. Ensure focussed refreshers for the non-performing delivery executives.
8. Motivate the delivery executive to enhance the performance.
9. Control attrition of the delivery executive. Identify reasons for attrition. Conduct Exit Interviews and update Hub In-Charge and HR. 10. Share best practices from other hubs in the country for delivering delightful experience to the internal and external customers. 11. Maintain MIS (Records) of training and individual s performance
12. Communicate changes in operational standards, processes and Ekart policies to delivery executives from time to time.
13. Conduct huddle with the Hub team on daily basis.
14. Support HUB In-Charge on employee engagement initiatives.
15. Coordinate with HR and resolve employee queries about employee benefits and compliances.
16. Create awareness of safety process as per company policies.
17. Creating awareness of Zero Tolerance Policy (ZTP) and Code of Conduct (COC). Posted On :

Customer Experience Coach

1. Ensure new delivery executive undergo and complete On-the-job induction and training at the hub.
2. Deliver refresher training to the delivery executives in the hub on current and revised processes.
3. Ensure full compliance to operations standards.
4. Identify and close gaps in performance demonstrated by delivery executives through coaching.
5. Share feedback from the delivery executive with the relevant designated POCs, and ensure closure on the feedback loop where possible be the voice of the delivery executive.
6. Maintain data of delivery executives about their on the job training, assessments and field performance observation.
7. Ensure focussed refreshers for the non-performing delivery executives.
8. Motivate the delivery executive to enhance the performance.
9. Control attrition of the delivery executive. Identify reasons for attrition. Conduct Exit Interviews and update Hub In-Charge and HR. 10. Share best practices from other hubs in the country for delivering delightful experience to the internal and external customers. 11. Maintain MIS (Records) of training and individual s performance
12. Communicate changes in operational standards, processes and Ekart policies to delivery executives from time to time.
13. Conduct huddle with the Hub team on daily basis.
14. Support HUB In-Charge on employee engagement initiatives.
15. Coordinate with HR and resolve employee queries about employee benefits and compliances.
16. Create awareness of safety process as per company policies.
17. Creating awareness of Zero Tolerance Policy (ZTP) and Code of Conduct (COC). Location :

Mumbai,Maharashtra Posted On : Mumbai,Maharashtra Salary :

3 to 3.6 Posted On : 3 to 3.6 Apply Back
Recruiter 4 && companyCommonConfiguration.enableNoOfPeopleApplied==true) || ( job.noOfApplications
4 && companyCommonConfiguration.enableLastAppliedOn== true)"
4 && companyCommonConfiguration.enableNoOfPeopleApplied==true)" ng-align-tags11':companyCommonConfiguration.enableLastAppliedOn=='false'|| companyCommonConfiguration.enableLastAppliedOn==false}"
79 people have applied for this job 4 && companyCommonConfiguration.enableLastAppliedOn== true" ng-align-tags':(companyCommonConfiguration.enableNoOfPeopleApplied=='false'|| companyCommonConfiguration.enableNoOfPeopleApplied==false) ||(job.noOfApplications Last applied : Today To: Enter comma separated emails Please enter at least one email Please enter a valid email address From: Please enter the from email address Please enter a valid email address Subject: Please enter the email subject Hi, Job Title : Customer Experience Coach
Location : Mumbai,Maharashtra
Mandatory Skills : Communication skills, training skills, stakeholder management
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