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About the Opportunity Role: Operations - Customer Experience Level: Assistant Manager ReportingTo: Manager - Customer Experience Location: Gurgaon About the Function The Customer Experience Team focuses on improving the customer contactagendas like Customer Satisfaction, decreasing customer efforts and drivingIdentified Projects, which will enhance customer experience. About the Role This role will be a part of Customer Experience function wherein youwill be responsible to lead and manage the performance of the outsourcedpartner contact centres. The role would include working on key performanceindicators like CSAT/NPS/Escalations etc., Additionally, you should have a competencyto read data and build insights to action. What will you be doing Leading and developing a team of 100+ associates with outsourced teams. Responsible for the overall direction, coordination and performance of the team. Identifying and eliminating barriers to accuracy, productivity, and quality. Owning and driving performance metrics and guiding the outsourced vendors to achieve the target. Solving complex Ticketing operations issues and proactively heading off negative service trends. Developing and achieving performance goals and objectives in order to achieve customer promise expectations. Qualification & Experience Graduate with 5-7 years of experience leading and managing team. Experience in working on Voice Process & managing outsourced Contact Centers. OTA or Travel Company management experience preferred. Strong computer skills; Microsoft Office, Internet search skills Key Success Factors for the Role First principle thinking to solve customer issues Understanding of Customer data to draw actionable insights Be open to experimentation Execution Excellence: fast & accurate
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