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

• KPI
• Management