Manager Contact Centre- Travel Domain

2 months ago

noida, India Consult SP Full time

Job Title: Team Manager

Department: Customer Service

Reports to: Business Manager


Job Purpose:

To lead, inspire, and manage a team of Customer Service Advisors to ensure the achievement of all cost, customer service, trade partner, and revenue targets.


ACCOUNTABILITIES

  • Lead and manage a team of Customer Service Advisors with a proactive, visible, and participative style to foster a strong team spirit.
  • Oversee the performance management, attendance, and punctuality of the team to meet business needs and targets.
  • Provide ongoing coaching and development to maximize team performance.
  • Achieve departmental and team targets related to customer service, revenue, productivity, and cost of sale.
  • Communicate relevant information or changes to procedures to the team to maintain service standards and operational performance.
  • Maintain high standards of customer service to ensure customer confidence, satisfaction, and loyalty, and act as a role model for customer advocacy within the team.
  • Serve as a technical expert within the team to resolve queries and issues.
  • Analyze performance and business data to identify opportunities for improvements, efficiencies, and determine resource needs (rostering).
  • Lead ongoing process and quality improvement initiatives through the implementation of new technologies and working methods.
  • Participate in the recruitment and selection of Customer Service Advisors.
  • Ensure all equipment functions properly and protect company property and documentation.
  • Adhere to Health and Safety requirements within the team environment.
  • Maintain data protection and confidentiality for both staff and customers.
  • Commit to self-development to ensure up-to-date technical and product knowledge.


SKILLS AND KNOWLEDGE

  • Educated to degree level or with equivalent business experience.
  • Knowledgeable in the contact center environment.
  • Understanding of performance management techniques.
  • Ability to coach, train, and develop others.
  • Capability to analyze and interpret business and performance information.
  • Proficiency in implementing and managing change.
  • Accountable for decision-making and working with minimal supervision.
  • Strong focus on customer service and maintaining required standards.
  • Excellent planning and organizational skills.
  • Strong interpersonal skills with proven ability to communicate and influence others.
  • Good understanding of contact center systems, products, and services.
  • Natural leadership qualities with the ability to inspire and motivate a team.
  • Excellent oral and written communication skills.
  • Team player with basic recruitment and selection skills.

INTERACTION

Internal

  • Daily contact with a team of Customer Service Advisors, Team Managers, and Managers (including Contact Centre Manager) and commercial teams as required.
  • Ad-hoc contact with other internal departments as necessary.

External

  • Maintain high standards of customer service for both inbound and outbound calls across all markets/functions to ensure customer confidence, satisfaction, and loyalty.

Education & Experience

  • Any Graduate.
  • Relevant experience managing a team in the contact centre industry (preferably in the travel sector).
  • Direct customer service experience.
  • Experience in the travel domain


Role: Operations Support - Other

Industry Type: BPO / Call Centre

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Operations Support

Education

UG: Any Graduate


Location-Noida, Gurugram

Exp-4 - 9 years

Salar-8-9 Lacs P.A.

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