Chief Manager/ Lead Airline Contact Centre

1. Job Purpose

2. 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.

3. 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.

4. Key Accountabilities

Strategic Planning and Execution

• Drive the customer experience through management of non-voice contact center and implement iterations in the standard responses provided to executives in line with changing customer dynamics, demands and expectations.
• 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:

• Drive teams to create implementable solutions to solve all customer e-mails, responses on website, emails /Grievances
• 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

• Lead, inspire, and manage a high-performing team of contact center supervisors and agents to consistently meet and exceed performance targets. Team span – 1 Senior Manager- Emails, 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

• Accurately forecast and allocate resources, including staffing, technology, and training, to consistently meet SLAs and exceed operational targets.
• 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.

1. Skills Required for the role.

Strong Interpersonal skills

Service excellence

Team building skills

Grievance handling skills

Customer centricity

Stakeholder Management

Coordination Skills

1. Key Performance Indicators

Customer Service and Satisfaction Metrics

• Number of Complaints
• Complaints Resolved/Complaints Received
• CSAT (Customer Satisfaction Scores)
• SLAs -First time Response and Resolution time.

Operational Efficiency and Financial 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)

Commercial

• Coordinate with Commercial teams on all sales related items

Operations

• Relay of information of flight delays, changes to schedule, irregular operations, etc. to be gathered from Flight Dispatchers

Cross Functional teams with Customer touchpoints

• Provide feedback to the IFS & Cabin Crew sub-functions (Cabin Crew Management, Food & Beverages, In-flight Services) on customer complaints relating to respective work-area

• Work closely with D&T for automation, AI tools, and CRM integration.

• Educational and Experience Requirements

Minimum Education Requirement

• Masters/MBA/PGDM/PGP/PG degree, preferably in Operations

Minimum Requirement

Desired

Experience

• 13-15 years of experience in Contact Center or Customer Service & support for large scale organizations with min 4 years of leading large Contact Centre teams
• 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