Job Detail

Manager - Contact Center - Vistara

Date Posted:Oct 25, 2021

Job Detail

  • Location:
    Gurgaon, Haryana, India
  • Company:
  • Type:
    Full Time
  • Career Level:
    Experienced Professional
  • Experience:
    10 Year
  • Gender:
    No Preference
  • Degree:
    Graduate
  • Apply Before:
    Jan 22, 2022

Job Description

Manager Contact center will be responsible to manage the 24*7 outsourced vendors serving the airline. The role involves driving the Key KPI’s, enhancing customer experience, managing financial logistics, running projects to enhance service standards and conducting compliance audits.

 

Key Responsibilities

  • Managing the outsourced vendor handling contact center operations
  • Open to travel at all vendor sites within and outside city
  • Need to drive the SLA’s agreed with the vendor
  • Responsible to update and streamline information flow with the Vendor
  • End to end governance on key SLA’s driving customer experience
  • Responsible for audits to ensure governance on financial transactions
  • Audits on Calls, processes and reports with detailed compliance report published
  • Drive process efficiency to reduce cost per call and drive revenue per call
  • Responsible for Quality and training governance
  • Call calibrations and training manual timely updation
  • End to end responsible for Billing and service credit follow ups
  • Need to drive IT Automation and other projects related to smooth functioning of the contact center
  • Complete coordination with the other departments to derive case resolution
  • Escalation handling in critical cases
  • Reporting and analytics on critical process deliverables
  • Responsible for driving complete customer experience through process innovations

Skills & Attributes

  • Complete Contact center management experience with detail knowledge of staffing and forecasting models
  • Should have experience in managing teams of 50+ or more
  • High attention to detail with customer focus
  • Ability to manage multiple projects and deadlines
  • Team management and effective utilization of resources
  • Excellent Excel & presentation skills
  • Knowledge of aviation industry and its operations

Work Experience

  • Contact Center Experience of minimum 10 years with minimum 5 years in Assistant Manager or above roles preferred in Aviation industry only

Qualification

  • Graduate degree from a recognized university

Location

Gurgaon

 

Skills Required

Company Overview

Gurgaon, Haryana, India

Vistara – TATA SIA Airlines Ltd. - Background and History Vistara is a joint venture of Tata Sons Private Limited and Singapore Airlines Limited (SIA), wherein Tata Sons holds 51% stake in partnership and Singapore Airlines owns 49% stake. T... Read More

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