Job Purpose:
Accountable for leading the daily operations of the Non-Voice customer interactions, ensuring exceptional customer service, optimizing operational efficiency, and driving continuous improvement initiatives.
This role demands strong leadership, strategic vision, and deep expertise in product, processes and technologies.
Champion a customer-centric culture, focusing on empathy, responsiveness, and effective problem-solving while handling queries, request and grievance coming through emails and web to case channels.
Key Accountabilities:
Strategic Planning and Execution:
- Continuously identify and implement process improvements, cost-saving measures, and service enhancements to elevate operational performance.
- Lead cross-functional collaboration with teams including quality assurance to address recurring grievances and enhance process efficiency.
- Ensure full compliance with regulatory guidelines and maintain meticulous records of all grievance handling activities.
- Implement quality control measures to ensure adherence to grievance management protocols and maintain the highest standard of service delivery.
- Regularly report to senior management on grievance trends, team performance, and key metrics, providing actionable insights for continuous improvement.
Key Responsibilities:
- Oversee the entire grievance resolution process, ensuring timely, empathetic, and policy-compliant responses to customer concerns.
- Implement correct use of various systems used at contact centers for managing customer data.
- Assist the team of customer service agents to handle complex and escalated customer queries.
- Accountable for developing and validating the scripts for various customer service executives under the sub-function and ensuring standardized responses across centers.
- Managing FRT and RT for back-office operations (Emails, Grievances) in accordance with established targets.
- Taking ownership of the inter-departmental collaboration, ensuring follow-up, closure, and prompt intervention to resolve customer issues in line with internal targets and DGCA compliance.
Leadership and Team Development:
- Team span 1 Senior ManagerEmails, 2 Managers for Queries and requests and 1 manager Grievance and 200 + support team members.
- Assess the training requirements of teams working under the role and keep track of their KPIs/SLAs.
- Provide regular coaching, training, and performance feedback, ensuring continuous development and high engagement across the team.
Operational Strategy and Cross functional alignment:
- Collaborate with cross-functional teams to integrate contact center objectives into broader business initiatives.
- Work closely with D&T for automation, AI tools, and CRM integration.
- Facilitate coordination between Contact centers & the IFS & Cabin Crew sub-functions (Cabin Crew Management, Food & Beverages, In-flight Services) on customer complaints relating to respective work-area.
- Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work.
- The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.
Skills Required for the role:
- Service excellence.
- Team building skills.
- Grievance handling skills.
- Customer centricity.
- Stakeholder Management.
- Coordination Skills.
Key Performance Indicators
Customer Service and Satisfaction Metrics
- Complaints Resolved/Complaints Received.
- CSAT (Customer Satisfaction Scores).
- SLAs -First time Response and Resolution time.
Operational Efficiency and Financial Metrics
Key Interfaces
Internal Interfaces
CX Teams
center (non-voice).
Commercial
- Coordinate with Commercial teams on all sales related items.
Operations
Cross Functional teams with Customer touchpoints
- Work closely with D&T for automation, AI tools, and CRM integration.
Educational and Experience Requirements
Minimum Education Requirement
Minimum Requirement
Desired
Experience
17+ years of experience in contact center Customer Service & Support for large scale organization with 8+ years of leading large Contact Centre teams.
Exposure to airline/hospitality industry is an advantage.
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