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20/11 Ruchi Shah
Senior Human Resource Specialist at Intermiles

Views:3910 Applications:757 Rec. Actions:Recruiter Actions:33

InterMiles - Manager - Service Delivery - Customer Service (8-13 yrs)

Mumbai Job Code: 866006

Exp :8 + Years

About the role:

- Manages member experience delivered through the Service Centre

- Ensures adherence to Service Levels & Quality benchmarks

- Drive customer retention, reduce need for repetitive contacts irrespective of the channel of communication, and increase customer satisfaction

What you'll do:

- Works with Sr. Manager CC on adherence and delivery of the overall Service Operations and Service CX strategy

- Accountable to drive consistent & improving performance on Service Metrics Service Level / AHT / FTR% / Average Resolution Time/ CSAT

- Create / Publish effective dashboards with the help of Analytics on LoB performance against set targets, Insights on Top Call / Email drivers, Aging, Voice of Customer

- Carry out regular reviews (Daily, Weekly Monthly) to ensure performance levels are on par against the set targets and address any roadblock / challenges

- Create and review standard operating procedures for all CC & Backoffice processes

- Handle member escalations routed through senior management

- Co-ordinate ad-hoc business job requirements with the service centre

- Contribute to the design and implementation of Change Programmes and Projects which impact the contact centre

- Work with responsible teams to identify existing gaps in processes and suggest improvements to make the customer journey simple, seamless and frictionless

- Complete Vendor billing reconciliations and recovery of service credits


- Strong presentation/articulation skills and the ability to motivate and inspire large groups of people is a must

- Ability to lead a team by delegating work effectively to accomplish goals

- Proven ability to work in a customer focused organization

- Ability to take an analytical approach, and make recommendations based on analysis

Experience: Experience in Travel / E-commerce / OTA space with 4- 5 years in the Customer Service domain

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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