Trip Factory
14 hours ago
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
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