Management Trainee - Strategy & Growth - Contact Centre

We are the chief customer/partner custodians who live by the principle – NO CUSTOMER GOES HUNGRY!
The team that epitomizes our core values by walking the talk in every step of the way and lives to delight
our customers during their journey with Swiggy. We act as the safety net/Last line of defence when
things break and remove all obstacles, reduce angst and ensure happy flows for our customers – both
proactively and reactively.

What does the Strategy and Growth team work on?

The contact center strategy and growth team’s key role is to

1) Provide Insights - using available data for decision making to different teams within the contact center
e.g. Training, Quality, Operations, IT, Operational Excellence as well as and external stakeholders e.g
Planning, Supply, Delivery Ops, Customer Experience, Data Science, Product, Trust and Safety, Finance,
Technology

2) Lead and monitor strategic charters/new experiments covering but not limited to cost, reliability,
speed and customer experience metrics.

3) Evaluate partnerships with external and internal teams/vendors to solve key business challenges

4) Evaluate the contact center’s role in supporting the org’s vision and CX goals. Create new structures
and modify the existing processes/teams as needed to support the same