Manager - Customer Experience

Role: Manager – Contact Centre, Customer Experience
Manager will administer the organization’s customer experience at the contact center and would be reporting to Senior Manager (CX)
Highly Customer-Centric and Quality-oriented professional with excellent communication skills
Flexible with 24*7 environment, eager to speak to the customer to manage/resolve escalation.
Drives Performance Management at contact center ensuring achievement of daily KPI’s and adherence to Service Level Agreement (SLAs) specified.
Well-versed with contact center matrices & tools, Inbound, Outbound, Chat, IVR, BOT, WhatsApp, etc.
Drive digital intelligence and flow of work.
Must possess strong vendor management and Intra-department relationship skills.
To be able to handle multiple vendors effectively.
Preparing and presenting the WRM (weekly review meeting) deck.
Provide feedback and coaching for all team members as call quality/Process Updates/Organizational updates.
Updating statistical performance of the team for the previous day/ week.
Grooming and mentoring the DR’s/vendors
Preparing development plans through automation
Regularly assessing training needs to fill performance gaps.
Planning and imparting necessary training to the team wherever necessary.
Working as a team with other leaders providing assistance and seeking support.
Experience: 10-12 Years on a similar role
Education: Any Graduation
Location: Mohali, Chandigarh
Aviation: Mandatory
"At IndiGo, we believe in the innate strength of an energetic, diverse, and inclusive workforce, where the viewpoints and life experiences of our employees help us foster strong connections with all our customers. Our diversity equity and inclusion efforts are designed to attract, nurture, and advance the lives of our employees and customers irrespective of their – but not limited to - gender, race, color, religion, caste, creed, ethnicity, origin, language, social and economic status, sexual orientation, differently-abled status, marital status, nationality, age, family status, and maternity status"

Work arrangement
No