AddressJob Posting Start Date: 19 Mar 2024
Location: Bhopal, MP, IN
Company: InterGlobe Aviation Ltd
Job Description
Manager will administer the organization’s customer experience at the contact center and would be reporting to Associate Director (CX)
Experience: 10-12 Years on a similar role
Education: Graduation
Location: Gurgaon/Bhopal
Aviation: Preferred
- Highly Customer-Centric and Quality-oriented professional with excellent communication skills
- Flexible 24*7 environment, eager to speak to the customer to manage escalation.
- Drives Performance Management ensuring achievement of daily targets and adherence to Service Level Agreement (SLAs) specified.
- Well-versed with call center matrices & tools, Inbound, Outbound, Chat, IVR, BOT, WhatsApp, etc.
- Drive digital intelligence and flow of work.
- Must possess strong vendor management and Intra-department relationship skills.
- To be able to handle multiple vendors effectively.
- Preparing and presenting the WRM (weekly review meeting) deck.
- Provide feedback and coaching for all team members as call quality/Process Updates/Organizational updates.
- Updating statistical performance of the team for the previous day/ week.
- Grooming and mentoring the DR’s/vendors
- Preparing development plans through automation
- Regularly assessing training needs to fill performance gaps.
- Planning and imparting necessary training to the team wherever necessary.
- Working as a team with other leaders providing assistance and seeking support.
Experience: 10-12 Years on a similar role
Education: Graduation
Location: Gurgaon/Bhopal
Aviation: Preferred
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