Subject Matter Expert - Customer Experience

Launched in 2007 by Aloke Bajpai & Rajnish Kumar, ixigo is a technology company focused on empowering Indian travelers to plan, book and manage their trips across rail, air, buses and hotels. ixigo assists travelers in making smarter travel decisions by leveraging artificial intelligence, machine learning and data science-led innovations on ixigo’s OTA platforms, including websites and mobile applications. ConfirmTkt and AbhiBus became a part of ixigo in 2021. ixigo is headquartered in Gurugram with offices in Bangalore (ConfirmTkt) and Hyderabad (AbhiBus). The ixigo, ConfirmTkt and AbhiBus apps allow travellers to book train tickets, flight tickets, bus tickets, hotels, cabs and provide travel utility tools and services developed using in-house proprietary algorithms and crowd- sourced information. In 2022, as per data.ai, ixigo was featured in the Top 10 most downloaded travel apps worldwide

• Act as the primary SpoC between the ixigo and outsourced contact centre partners, ensuring seamless communication and alignment of objectives.
• Ensure contractual compliance and adherence to SLAs, KPIs, and regulatory requirements.
• Escalation point for operational issues, ensuring swift resolution while safeguarding customer experience.
• Monitor and analyse defined partner performance metrics (AHT, NPS, FCR, utilisation, attrition) and proactively identify trends, risks, and opportunities.
• Ensure partners are continuously enabled with the latest product/process knowledge, FAQs, and escalation protocols.
• Monitor real-time dashboards and take corrective actions for queue management, occupancy, and workload balancing.
• Ensure accurate reporting and MIS updates for management review.
• Coordinate with Contact Centre partners to align staffing schedules and forecast requirements.
• Act as a customer advocate, providing feedback to process/product teams on recurring customer pain points.
• Uplift in NPS score and FCR%, and reduction in the count of Repeat customers.
• Improved agent productivity and engagement scores.

• Expertise in contact centre operations, including workforce management, quality assurance, and escalation management.
• Strong knowledge of CX metrics (CSAT, NPS, AHT, SLA, FCR).
• Proficiency in contact centre platforms (Voice dialer, Freshdesk, etc).
• Excellent stakeholder management, influencing, and consulting skills.
• Strong data-driven decision-making capability with advanced analytics acumen.
• 3-4 years of progressive experience in contact centre management.
• Proven track record of driving measurable improvements in operational KPIs and customer experience outcomes.

Note:- This role requires to work for 5.5 days in a week.

Responsible for safeguarding sensitive company data against unauthorized access, use, or disclosure, and for reporting any suspected security incidents in line with the organization's ISMS (Information Security Management System) policies and procedures.