- As the role holder, your primary focus is to set up the Project Management team for the Customer Contact group - Manage diverse projects in a fast paced work environment by interacting with various internal stakeholders including various lines of business (LOB's) - Develop Project plan, monitor Project schedules and manage effective delivery of high impact features - Identify system and process improvement opportunities which will directly influence the customer experience - Cross pollination between platforms: BOT, Self Help and IVR. Data Analytics: - Drive analytics for feed to the entire unit - Peeling, consumption & execution on feeds from various customer VOC's Drive efficiency from LOB's IVR: - Drive synergies for seamless implementation of new processes - Contextual Self Help menu on IVR / Smart IVR - Capturing VOC & further using it to drive efficiencies - IVR framework Agent empowerment tool: - Project management of "My Desk" tool - MyDesk - Gen Next with integrated flows across both brands - Integrated tool for all support functions - Explore opportunities around process automation

Gurgaon/Gurugram

MakeMyTrip - Project Manager - Post Sales - Customer Contact Group 

Job Description for MakeMyTrip - Project Manager - Post Sales - Customer Contact Group  in MakeMyTrip in  Gurgaon/Gurugram for (4-6) years of experience. Apply Now!