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Retail Ops Lead Associate

Location: Bangalore, KA, India - Manyata Embassy Business Park, SEZ, G3 Wing A (Teak) Bloc, Floor 7-10
Job ID: 1087877
Job Type: Full-Time
Date Updated: Mar 12, 2020

General Description

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Lead Associate– Retail Operations 

J.C. Penney Company, Inc. 



About JCPenney:  

JCPenney is one of the America’s largest apparel and home furnishing retailers with over 850 stores across the US and a best in class online business with jcp.com. We are a diverse community of associates all working together to bring sensational style, sensible prices and the best service possible to our customers. We’re looking for talented individuals who want to work in an energetic, respectful, collaborative environment. With a wide array of jobs, internships, training and more, there are countless opportunities for you to grow your career with us. 


Primary Responsibilities: 

Build and retain a high effective team 

  • Deliver tailored, inspirational and effective coaching to CCPs 

  • Hold regular sessions to observe individual performance and provide honest and actionable feedback through one-on-one sessions. 

  • Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance 

  • Participate in training and development of high performing and highly engaged team members 

  • Challenge your team to raise the bar and drive continuous improvement 

  • Follow up on requests by team leader, peers and direct reports consistently. 

  • Encourage team members to own first resolution of service issues and provide the necessary coaching. 

  • Encourage risk-taking and empowerment within the agreed process and standards to address customer needs. 


Provide Insight 

  • Analyze metrics and any issues that could affect achievement of service levels immediately. 

  • Analyze performance management data, and identifying opportunities to further drive Customer satisfaction, Service levels, Sales point rate, Average handling time, Profitability, Schedule adherence, etc. 

  • Monitor customer servicing chats, and identifying opportunities to ensure flawless servicing 

  • Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and services 

  • Ensure compliance for all processes and policies 

  • Plan, and prepare for daily allocation activities to develop and motivate individuals. 

  • Continually develop skills required for Team Leader effectiveness, and seek opportunities to learn from the team lead. 

  • Use communication and role modeling to ensure all team members understand clearly what behaviors are required to provide extraordinary customer care. 


Skills & Experiences: 

  • Must be a graduate in any discipline 

  • A minimum of 1 to 2 years of SME experience in Customer care. 

  • Experience in a retail domain is a must however knowledge about dot com sales could be an added advantage 

  • Must have superior written and oral communication skills 

  • Should have worked with international customer care domains 

Job Title: Retail Ops Lead Associate
Location: Bangalore, KA, India - Manyata Embassy Business Park, SEZ, G3 Wing A (Teak) Bloc, Floor 7-10
Job ID: 1087877

J.C. Penney Company Inc.
Plano, Texas

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