Trip Factory

3 weeks ago


Bengaluru, Karnataka, India TripFactory Full time

About:

- Manage full-cycle hiring with HR, from sourcing to onboarding.

- Conduct monthly 1:1s to review performance, recognize strengths, and set development plans.

- Serve as primary contact for grievances, ensuring fair and timely resolution.

Operations & Escalation Handling:

- Oversee the resolution of complex customer issues by managing all escalated cases.

- Lead daily team briefings to address performance gaps and share critical updates.

- Ensure business continuity by providing operational support during weekends when required.

- Strategically manage workforce scheduling, approving leave and time-off requests to maintain optimal coverage.

Quality, Process, & Performance Improvement:

- Lead daily quality audits of calls and chats to assess performance and uphold exceptional service standards.

- Champion operational excellence by identifying process, training, and product improvements, and leading strategic change execution.

- Leverage data insights on productivity and behavior to drive personalized coaching and professional development.

- Ensure fair and accurate incentive payouts through meticulous oversight of calculations and timelines.

- Own and maintain the Freshdesk knowledge base, curating and updating critical SOPs.

Reporting & Cross-Functional Collaboration:

- Deliver strategic insights through weekly ARC Sales Report analysis and distribution.

- Align cross-functional teams on performance goals for cohesive execution.

- Serve as primary contact for technical and product inquiries, ensuring swift resolution

(ref:iimjobs.com)
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