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Job Description
Job Summary :
We are looking for a results-driven and highly skilled Customer Care Operations Lead to plan, develop, and execute strategies for our flight domain customer care operations. You will be responsible for enhancing customer service, optimizing operational efficiency, and maintaining a strong partnership with our BPO (Business Process Outsourcing) partner. This role involves strategic planning, performance management, and continuous improvement efforts to meet our operational goals.
Key Responsibilities:
Strategic Planning: Develop and implement an operational strategy and business plan for flight domain customer care operations. This includes tactics and initiatives based on the Customer Care Operations Strategy, aligning with company objectives.
BPO Partner Management:
- Collaborate with the BPO partner to ensure they run contact center operations in line with COPC guidelines.
- Conduct needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
- Identify and evaluate advanced technologies, establish technical specifications, and set production, productivity, quality, and customer-service standards.
- Monthly/Quarterly/Semesterly/Annual Operating Plan: Develop and maintain an annual operating plan for the Customer Care Operation, focusing on service quality and operational efficiency to achieve company goals.
- Performance Management: Manage the overall performance and relationship with the BPO partner to achieve agreed-upon metrics and standards. Drive continuous improvement by recommending changes as needed to enhance efficiency and effectiveness.
Performance Monitoring:
- Monitor performance metrics and evaluate the efficiency of team members at all management levels. Take corrective actions to improve individual and team performance as necessary.
- Professional Development: Stay updated on emerging trends in contact center operations management, attend educational workshops, review industry publications, and participate in professional societies to maintain technical knowledge and best practices.
- Quality Assurance: Oversee the quality monitoring and standard monitoring process to ensure high-quality service across all customer care operations teams, including Customer Satisfaction (CSAT) and Net Promoter Score (NPS) aspects.
Talent Development:
- Collaborate with the training and learning unit/departments/divisions to develop competency-based learning and build a talented contact center workforce.
- Foster teamwork, morale, motivation, and a customer-centric focus among managers and staff.
- Team Member Development: Develop and nurture the skills and capabilities of team members through daily monitoring, supervision, quarterly and yearly performance discussions/evaluations, and routine coaching/training in coordination with the People Ops Team.
Requirements
General Requirement :
- Minimum University Degree for any major discipline.
- Minimum 7+ years experience in Customer Care Operations, Complaint Management & Recovery, Customer Service or Marketing or Business Process of Managerial Position.
- Experience in managing day-today relationships and an ability to proactively engage internal and external customers and stakeholders.
- Must be available to work weekends and/or Holidays as needed
- Must be able to work under specific, defined, and narrow time constraints
- Must conduct themselves in a professional manner at all times including: appearance, communication, ethics set forth in the Company Code of Conduct.
- Track record of creating effective cross-functional partnerships and working effectively through multiple levels of an organization
Technical Qualifications:
- Proven experience in customer care operations management, preferably in a BPO environment.
- Strong strategic planning and execution skills.
- Proficiency in performance management and metrics-driven decision-making.
- Excellent communication and interpersonal abilities.
- Dedication to continuous improvement and staying up-to-date with industry trends.
- Proficient knowledge on customer satisfaction management, complaint management & recovery, people behavior, total quality management & quality assurance with good Analytical Thinking, Negotiation & Time Management, Planning & Organizing.
- COPC literate, Registered Coordinator will be an advantage
- Excellent Knowledge in Service or Complaint & Recovery Management or Sales & Marketing Basic knowledge
- Proficient in Microsoft /Google/Business intelligence tools (BI tools)/CRM Tools products and other applications e.g., Microsoft Word, Excel, PowerPoint, Outlook, Databases, Gdoc, Gsheet, GSlides, Google data studio, DOMO, Tableau, Oracle BI, SAP, SAS BI, Zendesk, Salesforce, Siebel, etc.
- Flight GDS system knowledge and capability preferably
Non-Technical/Soft skill Qualifications :
- Strong writing, communication, presentation, negotiation and analytical skills
- Advance Analysis, Persistence, Responsive, Proactive, Pleasant Manner & good team work
- Proficient Knowledge in Customer Satisfaction Management, related business Industry (Airline, hotel, travel Agents)
- Excellent relationship building skills, problem solving, analytical skills, business acumen required and stakeholders management.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
