Job Title - Team Lead - Contact Center
Job Location - Gurugram, Haryana
Job Type - Full Time
Experience - 6+Years
Introduction
We are seeking an experienced candidate to join our team as an Associate Manager – Vendor Governance. This leader will manage/govern day-to-day contractual service delivery metrics, vendor relationships, and key participants towards driving operational excellence, and collaborate with other AIRLINES teams to positively impact customer experience.
The ideal candidate will draw from their previous work experience in business process outsourcing (BPO), and customer support vendor management, demonstrating their ability to manage relationships, think logically, drive process improvements, and make data-backed decisions in a high-stakes, high-speed environment.
Job Responsibilities
Service Delivery – Will be stationed at vendor location and need to effectively manage day-to-day metrics to the highest standard of customer obsession, and participate in project and change management, including new implementations.
Risk and Control – Ensure vendor compliance with standards set by Airlines
Stakeholder Management – Build and manage strong, trusted vendor and stakeholder relationships across different levels of the organization.
Skillset
- Minimum Graduate
- At least 6+ years of experience in customer service operations – travel/reservation/ticketing experience is mandatory.
- Excellent Communication and Leadership Skills
- Organizational and time-management skills
- In-depth knowledge of performance metrics
- Decision-making and analytical skills.
- Customer Focus
- Withstanding Pressure
- Performance management – drive continuous improvement in agent performance.
- Should be flexible with a 24/7 working environment.
