Job Description – Senior Manager (Non-Voice Operations)
Function: Customer Experience (CX)
Location: Gurugram
Role Overview
The Senior Manager – Non-Voice is responsible for managing end-to-end Non-Voice customer support operations, including Email, Chat, Social Media, and Back-Office processes. The role focuses on operational efficiency, service quality, SLA adherence, and team performance to deliver a seamless and consistent customer experience across digital channels.
Key Responsibilities
- Oversee daily Non-Voice operations across Email, Chat, Social Media, and Back-Office support.
- Manage Team Leaders/Supervisors and frontline associates.
- Monitor KPIs such as TAT, SLA adherence, CSAT, productivity, and quality scores.
- Drive process improvements to enhance response time and resolution accuracy.
- Coordinate with cross-functional teams (IT, Product, Ops) for issue resolution.
- Support vendor-managed Non-Voice operations and ensure performance compliance.
- Ensure queue management, workload balancing, and capacity planning.
- Maintain quality standards, compliance, and audit readiness.
- Prepare MIS, dashboards, and operational insights for leadership review.
- Support digital CX initiatives and automation wherever applicable.
Skills Required
- Strong people and performance management skills
- Customer-centric and digital-first mindset
- Excellent written communication skills
- Process improvement and analytical thinking
- Stakeholder coordination and issue management
- Operational planning and execution
- Exposure to automation, CRM, or ticketing tools
Qualifications & Experience
- Bachelor’s degree required; Master’s degree/MBA preferred
- 8–12 years of experience in Non-Voice / Digital Customer Support Operations
- 4–6 years managing large Non-Voice teams
- Experience in airline, travel, e-commerce, or hospitality sectors is an advantage
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