Rajbhushan Gujarathi

Senior Manager Customer Care @Swiggy

Bengaluru, IN

Senior Manager Customer Care- Handling Inbound Voice and Email process with a team of 5 account managers with overall span of 1500+ agents. Looking after partners performance with end-to-end governance on Hiring, Training & managing daily operations Working closely with account managers to provide seamless experience to our Customers, Delivery executives and Restaurant partners Came up with idea of “Part time” employees where agents will work for 4.5 hours in day during Dinner Peak. Started with one LOB and later this was implemented across all LOBs (Chat, Voice and OMT) in Customer care. This is helping the CC dept in saving cost of ~12% Responsible for driving key KPIs like Headcount management, Turnaround time, CSAT, AHT, Quality by working closely with 3PL partners Providing inputs do make SOP/Process changes to enhance Customer/Delivery Executives and agents Working closely with other dept like, WFM, Quality, Training, Ops Strategy and provide inputs from operations point of view on making changes Initiated “Moment of truth” sessions on daily basis involving representatives of all depts to critically evaluate the cases and come up with solutions. From March’2022, in all 30+ changes were initiated part of these focus group sessions Working with Product, technology, Business teams to implement ideas /initiatives from Account managers and partners and also provide inputs to proposed changes Responsible for “Reward & penalty”, “Monthly Headcount changes” “MSA renewals and changes “and sorting out billing issues to ensure seamless partner experience Co-ordinating with others team like Outside order support, Procurement team, DE experience team and sharing the issues/concerns highlighted by Agents, Delivery partners to come up with initiatives to improve overall performance

Gulbarga University, Gulbarga

Bachelor's degree

Gulbarga University, Gulbarga

Master of Business Administration - MBA