InterMiles - Manager - Service Delivery - Customer Service

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

Must-haves:

- 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