Manager - Customer Experience

IndiGo; Chandigarh; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

IndiGo in India is seeking a seasoned Customer Experience Manager to lead the contact center, reporting to Senior Manager (CX). The role demands a strong customer-centric mindset, excellent communication, and ability to manage KPIs and SLAs across multiple channels including IVR, BOT, chat, and WhatsApp.

You will drive performance, coach teams and vendors, prepare weekly WRM decks, and ensure training needs are met.

Qualifications

• 10–12 years of experience in a similar CX role.
• Graduation degree is required.
• Aviation domain experience is mandatory.

Responsibilities

• Administer the organisation’s customer experience at the contact center.
• Drive performance management to achieve daily KPIs and SLAs.
• Coordinate with vendors and cross-functional teams to ensure smooth operations.
• Prepare weekly WRM decks and provide coaching on call quality and process updates.
• Mentor DRs and vendors and plan development through automation.

Skills

Customer-centric

Excellent communication

KPI & SLA management

Vendor management

Team leadership

Education

Any Graduation

Tools

IVR

BOT

WhatsApp

Job description

IndiGo is India’s largest and most preferred passenger airline and amongst the fastest-growing airlines in the world. We have a simple philosophy: offer fares that are affordable, flights that are on time, and provide a courteous and hassle-free travel experience across our unparalleled network. We demonstrate that low cost does not mean low quality. With our fleet of 400+ aircraft, we operate well over 2,200 daily flights, connecting 130+ destinations (of which 40+ are international), welcoming 118 million+ customers on board last year. We have an industry-leading on-time performance and one of the highest customer NPS in the Indian market. At IndiGo, we will continue to extend our scope, by spreading our wings internationally, from a domestic carrier to a global aviation leader.

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

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"

Additional information

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 connection 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, persons with disabilities, nationality, age, marital and maternity status.

IndiGo does not charge fees for Job Interviews, Registration, Verification or Offer Letters. All Official communication will be from verified IndiGo IDs (e.g., [e-mail]). Please report any fake job offer to eco.goindigo.in

'At IndiGo we are committed to fostering an inclusive and equitable workplace. All employment decisions are made solely on the basis of merit and qualifications, without regard to a candidate’s gender, race, color, religion, caste, creed, ethnicity, language, sexual orientation, marital status, maternity status, disability, or social and economic background’

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