Customer Experience Manager/Dy. Manager

Role & responsibilities

To oversee guest service, customer experience, and call center operations, driving improvements and excellence in both areas. Collaborate with cross-functional teams, manage training, quality, and audits, and ensure customer satisfaction

1. Drive customer satisfaction, net promoter score, and end-to-end issue resolution.

2. Manage bottom quartile performance and key performance indicators

3. Collaborate with Marketing, Operations, and other cross-functional channels to ensure the voice of the customer is heard and acted upon

4. Managing 3rd party CC Operations wrt Service Level, Training, Certification, and content development for Back End and Voice Operations

5. Monitor service targets, prepare root cause analysis for misses, and implement remediation

6. Act as a subject matter expert for new product rollouts and identify gaps in CC operations

7. Implement audit feedback to reduce risks and enhance control

8. Partner management, contract reviews, and invoice processing

9. Ensure the successful implementation of guest services projects, including digital enablement and tech releases

Preferred candidate profile

• Qualification MBA/Graduate
• Experience 3-7 years in a Customer Experience role at a Managerial Level, Complaint Handling/Management experience in a B2C setup, preferably from QSR, Telecom, or BFSI background