Chief Manager

4 weeks ago


Gurgaon Haryana, India Aviation Indeed Full time

Chief Manager Voice Operations Position Chief Manager Voice Function Customer Experience CX Location TBD Role Overview The Chief Manager Voice will lead the day-to-day operations of the Voice Contact Center ensuring smooth service delivery high customer satisfaction and strong team performance The role focuses on operational excellence vendor management team leadership and continuous improvement to enhance the overall customer experience Key Responsibilities Manage end-to-end Voice Contact Center operations Lead coach and develop supervisors and agents Monitor KPIs SLAs productivity and service quality Drive process improvements and optimize workflows Manage vendor performance and ensure SLA adherence Coordinate with cross-functional teams for smooth customer support Implement CX initiatives to improve customer satisfaction Ensure compliance with processes and quality standards Skills Required Strong leadership and team management Customer centricity Excellent communication interpersonal skills Problem-solving grievance handling Stakeholder vendor management Operational planning and decision-making Qualifications Experience Master s degree MBA preferred 16 years in Contact Center Customer Service Operations 6 years leading large contact center teams Experience in airline hospitality sector is a plus Note Aviation Indeed does not charge any fees for interviews or recruitment from candidates Report any fraudulent incident to info aviationindeed com



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