FCT Operations Lead Job Listing at Flex in Bengaluru, KA (Job ID WD184533)

Description

Flex is the diversified manufacturing partner of choice that helps market-leading brands design, build and deliver innovative products that improve the world.We believe in the power of diversity and inclusion and cultivate a workplace culture of belonging that views uniqueness as a competitive edge and builds a community that enables our people to push the limits of innovation to make great products that create value and improve people's lives.A career at Flex offers the opportunity to make a difference and invest in your growth in a respectful, inclusive, and collaborative environment. If you are excited about a role but don't meet every bullet point, we encourage you to apply and join us to create the extraordinary. Job Description

The Flex Control Tower - Leadwill be based in Bangalore.

What a typical day looks like:

• Driving & Monitoring customer SLA at daily level
• Driving ASP (Authorized Service Partner) and Monitoring E2E call
• Preparing Daily RCA (Root cause Analysis) report and taking corrective actions
• Attending Daily and weekly SLA review call with Brand
• Handling team and monitoring daily TAT performance
• Monitoring daily calls closures in CRM
• Driving sNPS (Service Net Promoter Score) with ASP
• Provide training to ASP / Engineer / Internal team on CRM and other process related changes.
• Proactively follow-up with ASP for SLA breached cases for closures.
• Hold daily meetings with team on performance review and take corrective actions.
• Driving ASP for RTV / Defective clearance as per agreed SLA.
• Respond to all escalations from Internal and external customers.
• Mentoring and developing the team.
• Handling of customer escalations (Data analysis, Immediate resolution, RCA, CAPA submission etc.)

The experience we're looking to add to our team:

• Computing Knowledge: Well versed with operating Computers, working on Excel sheets for data analysis, reporting, interested to learn unknown areas with self-initiatives.
• Languages: English, Hindi, Regional language
• Communications: Good communication skills to work with Flex Internal team, ASPs, end consumers and Brand
• Process Oriented approach to work, resolve any challenges, Customer FIRST mindset
• Skills to work with Cross functional team and work for a solution with solution mindset, interpersonal relationship is very important.
• Travel: Willing to travel within City, if required out site city is important based on the business needs
• Working Hours: Willing to work on Flexi hours, Field support is not surely 9AM to 6PM job
• Working days: Standard working days are Monday to Saturday, willing to work on Sundays, avail Comp off
• Minimum 5 year of experience in Service Operations, managing E2E call management, driving customer SLA
• Experience, Skill Set: Working with reputed IT, Automation, Consumer electronics companies directly on or with their National/Regional Service Providers for Field support

What you will receive for the great work you provide:

• Health Insurance
• Paid Time off

#LP17

Job Category OperationsFlex pays for all costs associated with the application, interview or offer process, a candidate will not be asked for any payment related to these costs.

Flex does not accept unsolicited resumes from headhunters, recruitment agencies or fee based recruitment services. Flex is an Equal Opportunity Employer and employment selection decisions are based on merit, qualifications, and abilities. Flex does not discriminate in employment opportunities or practices based on: age, race, religion, color, sex, national origin, marital status, sexual orientation, gender identity, veteran status, disability, pregnancy status or any other status protected by law. Flex provides reasonable accommodation so that qualified applicants with a disability may participate in the selection process. Please advise us of any accommodations you request to express interest in a position by e-mailing: accessibility@flex.com. Please state your request for assistance in your message. Only reasonable accommodation requests related to applying for a specific position within Flex will be reviewed at the e-mail address. Flex will contact you if it is determined that your background is a match to the required skills required for this position. Thank you for considering a career with Flex.

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