Manager - Customer Experience

IndiGo (InterGlobe Aviation Ltd); Chandigarh; On-site; INR 1,400,000 - 2,000,000; Full time

Job summary

IndiGo (InterGlobe Aviation Ltd) invites a qualified Manager – Contact Centre, Customer Experience to lead our customer experience initiatives at the Mohali/Chandigarh contact center. You will report to the Senior Manager CX and guide a team to resolve escalations and improve service levels.

The role requires 10–12 years in a similar capacity, a graduation, and strong knowledge of IVR, BOT, and omni-channel support within the aviation domain.

Qualifications

• 10–12 years of experience in a similar role.
• Graduation completed in any stream.

Responsibilities

• Administer customer experience at the contact center.
• Report to Senior Manager (CX).
• Drive performance against daily KPIs and SLAs.
• Liaise with multiple vendors and internal teams.
• Prepare weekly WRM decks.
• Provide coaching on call quality and processes.
• Analyze and present team performance data.
• Identify training needs and develop plans.

Skills

Customer-centric

Communication

KPI & SLAs

Team leadership

Vendor management

Training & coaching

Education

Graduation

Tools

IVR & BOT

Contact center tools

Job description

Role: Manager – Contact Centre, Customer Experience

Manager will administer the organization’s customer experience at the contact center and would be reporting to Senior Manager (CX)

• Highly Customer-Centric and Quality-oriented professional with excellent communication skills
• Flexible with 24*7 environment, eager to speak to the customer to manage/resolve escalation.
• Drives Performance Management at contact center ensuring achievement of daily KPI’s and adherence to Service Level Agreement (SLAs) specified.
• Well-versed with contact center matrices & tools, Inbound, Outbound, Chat, IVR, BOT, WhatsApp, etc.
• Drive digital intelligence and flow of work.
• Must possess strong vendor management and Intra-department relationship skills.
• To be able to handle multiple vendors effectively.
• Preparing and presenting the WRM (weekly review meeting) deck.
• Provide feedback and coaching for all team members as call quality/Process Updates/Organizational updates.
• Updating statistical performance of the team for the previous day/ week.
• Grooming and mentoring the DR’s/vendors
• Preparing development plans through automation
• Regularly assessing training needs to fill performance gaps.
• Planning and imparting necessary training to the team wherever necessary.
• Working as a team with other leaders providing assistance and seeking support.
  

Experience: 10-12 Years on a similar role

Education: Any Graduation

Location: Mohali, Chandigarh

Aviation: Mandatory

"At IndiGo, we believe in the innate strength of an energetic, diverse, and inclusive workforce, where the viewpoints and life experiences of our employees help us foster strong connections with all our customers. Our diversity equity and inclusion efforts are designed to attract, nurture, and advance the lives of our employees and customers irrespective of their – but not limited to - gender, race, color, religion, caste, creed, ethnicity, origin, language, social and economic status, sexual orientation, differently-abled status, marital status, nationality, age, family status, and maternity status"