Customer Care Hub Manager

As the Customer Care Hub Manager at Cathay Pacific in Mumbai, you will be instrumental in the transformation of Cathay Customer Contact Centers into a world-class service brand. Leading the Customer Contact and operations of the CCD BOM Hub in a 24x7 environment, your role involves managing a large team, overseeing entity management, and driving operational performance, service standards, and revenue targets. - Lead employees to achieve operational performance metrics, service standards, and revenue targets. - Monitor performance and efficiency through data analysis and feedback to maintain quality standards. - Encourage sales opportunities during customer interactions and ensure optimal resourcing for departmental goals. - Contribute to strategic planning and drive continuous improvement initiatives like LEAN. - Collaborate with Marketing and Sales teams to align commercial objectives. - Develop strong relationships with key customers and foster a positive team environment. - Stay updated on industry trends and best practices. Qualification Required: - Graduation in any discipline - Minimum 15 years of Contact Center experience with senior management exposure - High proficiency in English (written and spoken) - Strong interpersonal, communication, leadership, influencing, negotiation, and problem-solving skills - Customer service orientation and commitment to continuous improvement - Six Sigma Black / Green Belt certification (Highly Desirable),