Job Description

About the job

Key Responsibilities :

• Responsible for the Contact Center Operations (in-house and outsourced partners), Customer Response management through emails and social media, Process Management and voice of the customer data
• To build and lead a team in optimizing the customer experience while driving operational excellence and maximizing organizational effectiveness
• Enhance customer experience and deliver superior quality services by leveraging digital technologies
• Responsible for exceeding daily operational metrics of inbound and outbound contact center, ensuring adherence of productivity deliverables like SLA, AHT, CSAT and Quality, overall team and process productivity
• Effective handling of response management of emails and via social media
• Should have good understanding and hands on experience of the latest Call Center technology trends, CRM and Dialer systems
• Managing customer queries and ensuring that the overall experience throughout the process is improved
• Play an important role in the continuous improvement initiatives for the airline by highlighting recurring causes of service failures and participate in ongoing forums to optimize the Customer Experience journey
• Effective communication and consistent interaction with Customers and Internal Process Management Teams for ensuring compliance with specified standards, continuously focus on enhancement of operational performance and service delivery

Skills & Attributes :

• Customer focused and always drives customer satisfaction
• Excellent verbal, written communication, interpersonal and presentation skills and demonstrated ability to work in a team environment
• Excellent knowledge of working on an airline reservation system, and able to understand ticketing, schedule changes, refunds, etc.
• Working knowledge of contact center and customer service technologies – keeps current with emerging changes in customer experience industry and technologies 
• Strong strategic and analytical skills
• Flexibility to execute during crisis/ high volumes in a fast-paced dynamic setup
• Flexible to work in a 24*7 environment, including willingness to work on weekends, and outside of the "standard" work day

Work Experience :

• 8+ years’ of experience in Airline Customer Service and Engagement, Contact Center Operations and vendor management
• Must have handled and managed in-house and outsourced teams

Qualification :

• Graduate/Post Graduate from a recognized University

Location :

Gurgaon

Interested candidates can share their resume with subject line “Call Center Manager/Customer Service Manager” to [email protected]

Skills Required

• Communication
• Customer Service