Head - Customer Service Operations - Travel online  Roles & Responsibilities :  - Customer obsession.  - Leading the customer service and operations organization comprising 250+ individuals and at least 10 Managers.  - Actively participate in and drive the continuous improvement culture.  - Percolate organization culture and values.  - Drive people and work force productivity.  - Use data to take decisions and make constant improvements.  - Work with cross functional teams.  - Drive automation and innovation by working closely with the technology teams.  - Responsible for key KRA's such as - Cost of Service- ; - TAT- s- ; CSAT scores and NPS Scores.  Project & process Management :  - Identifying customer impacting issues, working out and implementing solutions and process, improvements to increase customer satisfaction rate.  - Drive process excellence.  - Work closely with Product/ technology to identify and automate the use cases.  - Develop and implement training programs to improve the quality and productivity of the team.  - Drive process improvements to enhance the operational efficiency.  Preferred Qualifications/Skills/ personality :  - An MBA is a huge plus.  - Six Sigma/Lean Processes.  - Should understand GDS systems and should have run a Travel process.   - High problem solving skills.  Project Management :  - Direct experience in Contact Center Operations (Customer Service, Sales, or Collections).  - Exceptional skills in data manipulation and analysis.  - Strong communication and leadership skills.  - Able to work in an ambiguous, - internet-speed- environment.  - Absolute passion for ensuring a great customer experience with every contact.  - Should be able to roll up the sleeves and hands on execute.  Contact ; Jaswinder kohli

Delhi NCR

Head - Customer Service Operations - Travel Online 

Head - Customer Service Operations - Travel Online  ,Job Description for Head - Customer Service Operations - Travel Online  in Career Advantage Human Resources & Services in  Delhi NCR for (10-15) years of experience. Apply Now!

Job Description for Head - Customer Service Operations - Travel Online  in Career Advantage Human Resources & Services in  Delhi NCR for (10-15) years of experience. Apply Now!