Manager - Customer Service

Manager - Customer Service

Manager - Customer Service

Manager - Customer Service

Cleartrip Private Limited 3.7(59 reviews)

 8 - 13 yrs



Job Description



  • Role Summary: 

    Responsible for the service delivery to the client (Internal and External), sets and achieves the departmental goals and results by using best practice leadership and management principles and ensuring adherence to organizational procedures, policies, and systems.

    Core Responsibilities: 
    • Develop and manage key performance indicators; communicate out performance and process
    • improvements based on fact-based business intelligence.
    • Identify, develop, and drive plans to ensure vendor is meeting all performance related metrics (e.g. NPS, Service level, AHT, Case SLA, OCR, Call-back Adherence etc.).
    • Responsible for creating and delivering contact enter performance reports; collecting, analyzing, and summarizing data, identifying trends and creating appropriate action plans.
    • Monitor and track the performance with respect to SLAs, client satisfaction (Internal & External)
    • Drive a comprehensive Voice of the Customer strategy and define methods to align VOC insights with in-depth customer analyses in order to better understand and predict consumer behaviour.
    • Present feedback results to leadership team to reinforce overall drivers of the customer experience and provide actionable recommendations for improvements based on the voice of the customer.
    • Participate in weekly vendor meetings, address key performance concerns, and follow up on vendor action plans to drive performance.
    • Knowledge management for the team and quality control

    Self- Management Responsibilities: 
    • Innovate, design, develop, and implement processes, systems, and technology to support and enhance the process.
    • Supervise and work closely with the LOB team to monitor performance and resolve operational issues.
    • Ensuring continuous adherence to existing guidelines on various aspects of delivery, response to
    • internal clients, mail etiquettes.
    • Organize and coordinate on the training programs for new hires and refresher customer service training programs.
    • Work with Team Supervisors to ensure escalated cases and call backs are completed
    • Agent performance dashboards for multiple levels
    • Develop SOP and Ops Excellence framework.
    • Apply performance management strategies action plans, BQ planning
    • Performance management and appraisals of the team

    Minimum Qualifications: Graduate / Diploma (10 + 2 + 3 / 10 + 3)

    Professional Certifications: IATA Preferred though not mandatory, Management Certification & Six Sigma

    Language Skills: English skill. Spoken Hindi (neutral accent)

    Experience: A minimum of 8 to 10 years of experience in Customer Service process

    Nature of experience: Overall Experience of 8+ years out of which, minimum 2 years in managing Air/OTA processes

Salary: INR 8,00,000 - 14,00,000 PA.

Industry:Travel , Hotels , Restaurants , Airlines , Railways

Functional Area:ITES BPO KPO LPO Customer Service Operations

Role Category:Operations

Role:Operations Manager

Employment Type:Full Time, Permanent

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