Customer Service Leadership Manager
2 weeks ago
Travix is a leading global online travel agency, operating a diverse portfolio of travel-focused websites under brand names like CheapTickets, Vliegwinkel, BudgetAir, Vayama, and Flugladen. In 2020, we expanded our reach by becoming part of the Trip.com Group, one of the world's largest online travel companies. With operations in over five continents, we foster a global mindset that drives innovation and customer satisfaction.
A Global Opportunity AwaitsWe are seeking an experienced Regional Director Customer Experience to lead our international customer service teams in India and Egypt, as well as our backoffice (fulfillment) team in India. As the Regional Director, you will oversee the Customer Service Team, Shared Services Teams, and Fulfillment Team, ensuring exceptional customer support and driving business growth.
Key Responsibilities:- Create and execute a comprehensive customer experience strategy, focusing on efficiency, performance, and customer satisfaction.
- BUILD strong cross-functional relationships with internal and external stakeholders to drive business outcomes.
- Oversee daily operations of the customer service, shared services, and fulfillment departments, ensuring smooth workflows and timely resolution of customer inquiries.
- Develop and maintain well-documented customer service and fulfillment processes, policies, and procedures.
- Drive continuous improvement initiatives to meet key performance indicators (KPIs), including service levels, schedule adherence, productivity, and quality of service.
- Conduct regular performance reviews and provide guidance, coaching, and support to direct reports.
- Foster a positive, collaborative, and customer-focused work environment that leads to high engagement KPIs for your teams.
- Provide leadership, guidance, coaching, and support to direct reports, ensuring they have the necessary skills to perform their roles.
- Initiate personal development opportunities for your management team to enhance their skills and capabilities.
- MULTIPLY Monitor customer feedback and satisfaction metrics, identifying trends and areas for improvement.
- Implement process improvements working cross-functionally to enhance customer experience and team efficiency.
- Manage the budget for the customer service and fulfillment department, ensuring resource allocation aligns with business priorities.
- Prepare regular reports on customer service and fulfillment performance, providing data-driven insights to senior leadership.
- Negotiate with external vendors and service providers to ensure cost control and efficient service delivery.
- Monitor and measure key performance indicators related to performance management of all teams, including service level, forecast accuracy, utilization, productivity, quality, and customer satisfaction.
- Bachelor or Master degree in a relevant field.
- Higher Travel/Managerial Education.
- 5-7 years of experience in leading an international contact center.
- 5-6 years of proven experience in people development.
- Talent for motivating and developing people.
- Energetic and positive mindset.
- Strong communication and influencing skills.
- Fluency in English.
- Ability to adapt quickly to rapidly evolving business priorities.
- Stress-resistant and capable of making decisions in challenging situations.
- Estimated salary: $80,000 - $110,000 per annum, depending on location and experience.
- Free transportation with door-to-door pickup and drop facility round the clock.
- Medical insurance for self, spouse, children, and parents/parents-in-law.
- Personal accident and term life policy for employees.
- World-class facilities, including a cafeteria and break-out zones.
- Hybrid way of working.
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