CX Optimization Manager - Travel

As a Lead for CC Innovation & Process Re-engineering in the Aviation/Travel industry based in Gurugram, you will play a pivotal role in optimizing contact center processes to enhance efficiency and effectiveness. With a Bachelor's degree in Business Administration, Marketing, Communication, or a related field (Master's degree preferred) and a minimum of 9+ years of experience (desired 12+ years in aviation or hospitality industry), you will lead initiatives to streamline workflows, introduce innovative technologies, and analyze performance metrics to enhance customer interactions. Your responsibilities will include evaluating existing processes to identify and implement improvements, integrating cutting-edge technologies to enhance customer experience, analyzing performance metrics to recommend enhancements, mapping customer journeys to improve satisfaction levels, and conducting training programs to upskill the contact center staff. To excel in this role, you should possess strong communication and negotiation skills, analytical and problem-solving abilities, proficiency in digital tools, deep understanding of customer experience design, excellent people and team management skills, innovative thinking, creativity, and the ability to drive change effectively. Your stakeholder management skills will be crucial in ensuring the successful implementation of strategies to boost customer satisfaction at every touchpoint.,