Subject Matter Expert - Customer Experience

Ixigo

3 - 4 years

5 - 6 Lacs

gurugram

Posted:14 hours ago| Platform:

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Skills Required

advanced analytics manager quality assurance staffing mis consulting customer experience management subject matter expert stakeholder management operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

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

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