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Team Leader - Customer Experience

Team Leader - Customer Experience

Name: Jobpe
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha, Knowledge City Rd, Hyderabad, Telangana, 500081, IN
Telephone: +91-83339-09630
Price range: Free

ixigo

5 years

0 Lacs

bengaluru karnataka india

Posted:1 week ago| Platform:

Apply

Skills Required

android tracking learning technology ai chat support service engagement efficiency leadership communication multitasking compliance coaching metrics audits training development reporting analytics reports data strategies collaboration management resolve crm excel powerpoint mentoring

Work Mode

On-site

Job Type

Full Time

Job Description

Company Description

ConfirmTkt, India’s leading authorised B2C online train ticketing and travel utility platform available on Android and iOS. It helps users secure ‘confirmed tickets’ by predicting confirmation chances for waitlisted tickets and tracking real-time train status, coach positions, platform numbers, and seat availability. Powered by machine learning and seat allotment patterns, ConfirmTkt offers alternative travel recommendations when direct trains are unavailable. Users can also enjoy free cancellation with a full refund and faster refunds via the ConfirmTkt wallet.

ConfirmTkt enables direct train ticket bookings without redirection to IRCTC, providing a seamless and hassle-free experience.ConfirmTkt is owned and operated by ixigo (Le Travenues Technology Limited), India’s leading OTA for the Next Billion Users. With over 54 crore Annual Active Users in FY25, ixigo offers AI-powered train, flight, bus, and hotel bookings through its platforms - ixigo, ConfirmTkt, and AbhiBus.

The Team Leader – Voice and Chat Support will be responsible for managing a team of customer support representatives handling voice and chat processes. The role involves ensuring excellent customer service, meeting performance targets, and maintaining high levels of team engagement and operational efficiency. The ideal candidate should have strong leadership, communication, and multitasking skills with experience in managing both voice and chat operations.

Key Responsibilities:

Team Management

Operational Excellence:

Customer Experience:

Training and Development:

Reporting and Analytics:

Collaboration and Communication

Qualifications

Education:

Experience:

Technical Skills:

Familiarity with CRM tools, ticketing systems, and chat platforms.
Proficiency in MS Office (Excel, PowerPoint, etc.).
Soft Skills:
Strong leadership, coaching, and mentoring skills.
Excellent verbal and written communication abilities.
Multitasking and time management skills.
Ability to handle escalations and work under pressure.

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Team Leader - Customer Experience