Roles And Responsibilities - Overall governance and service delivery of the Chat team. - Stakeholder management for day-to-day operations. - Act as the first point of contact for any inter-department coordination. - Monitor and guide a team of Associate Managers to ensure productivity parameters are met. - Manpower planning and resource allocation for peak and lean seasons of business. - Adherence to service and quality benchmarks to provide a world-class experience for customers. - Manage performance parameters of the Chat team (AHT, FRT, attrition, shrinkage, etc.) and take corrective actions where necessary. - Data analysis to identify improvement opportunities in the process. - Run process improvement initiatives and drive efficiency. - Own CSAT/NPS metrics for Chat. - Oversee and demonstrate flexibility to meet various business demands, including the readiness to provide operational support during evenings or weekends as necessary to meet business requirements. Skills Required: - People Management - Operations Management - Service Delivery - Customer Experience Note: Aviation Indeed does not charge any fee for interviews or recruitment from candidates

Gurgaon/Gurugram

Operations Manager 

Job Description for Operations Manager  in Aviation Indeed in  Gurgaon/Gurugram for (10-15) years of experience. Apply Now!