Associate Manager - Voice Operations

Job Description

Job Purpose
Responsible for playing a pivotal role in overseeing the day-to-day operations of the contact center-voice. Responsible for ensuring exceptional customer service delivery, optimizing operational efficiency, and driving continuous improvement initiatives. This role requires strong leadership skills, strategic thinking, and a deep understanding of contact center processes and technologies.

Key Accountabilities
Responsible for day-to-day governance on Contractual SLA at Vendor location
Acting as a bridge between Vendor and Air India team for coordination
Ensure timely audit and dip check on key parameters.
Monitor team performance and report on performance metrics.
Collaborate with vendor to establish training needs and provide coaching.
Manage any testing or UAT at vendor location.
Conduct call listening & call calibrations regularly to identify areas of performance improvement.
Provides developmental feedback to associates based on regular performance checks.

Skills Required for the role.

Strong Interpersonal skills
Service excellence
Team building skills
Grievance handling skills
Customer centricity
Stakeholder Management
Coordination Skills 

Key Performance Indicators

Supplier and Vendor Management Metrics
Contract Compliance
Vendor Satisfaction
Cost Savings
Customer Service and Satisfaction Metrics
Number of Complaints
Complaints Resolved/Complaints Received
CSAT (Customer Satisfaction Scores)
Operational Efficiency Metrics
Adherence to Budgets

Key Interfaces
Internal Interfaces
CX Teams: Coordinate with various CX teams for the development of operational strategies at the contact center (non-voice)
Operations: Relay of information of flight delays, changes to schedule, irregular operations, etc. to be gathered from Flight Dispatchers

External Interfaces
External Vendor: Work closely with vendor/agents to ensure service quality standards are consistently maintained
Educational and Experience Requirements

Minimum Education Requirement
    
Bachelor's degree, preferably in Operations/Travel & Trourisim/IATA

Minimum Requirement
    
6+ years of experience in Contact Center or Customer Service & support for large scale organizations
    
8+ years of experience in contact center Customer Service & Support for large scale organization with proven experience of leading large Contact Centre teams
Exposure to airline/hospitality industry is an advantage