MakeMyTrip.com - Manager - Service Delivery

Manager - Service Delivery

Job Description :

- Create and maintain a continuous improvement and goal-oriented work environment that combines learning, achievement, recognition and exceeds daily Operational Metrics against major floor operations deliverables.

- Quality and delivery of prescribed customer experience

- Sales Conversion and Customer Issue Resolution

- Operational Efficiency

- Reduced operational expenses through execution of policy/procedure.

- Provide leadership and coaching of vendor management and employees. Includes closely monitoring center and employee performance management, identifying issues and working with vendor on solutions.

- Create innovative plans with vendors to drive and achieve revenue/quality targets through the integrated model.

- Identify, analyse, develop and recommend plans for increased vendor productivity.

- Effectively support the vision of the Business to our vendor

- Lead calibration process with vendor Quality team and works with 3rd Party Quality vendor to ensure consistent Service Delivery and Higher NPS for Sales & Service

- Constantly monitor and provide feedback on local issues (political, economic, social, natural disaster) that could impact the Service Delivery Leadership.

- Regularly review business performance and Customer/Agent feedback both formally and on a proactive ad-hoc basis with Service Delivery Leadership