CX Optimization Manager- Travel Aviation Indeed

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Job Description

Job Title: Lead-CC Innovation & Process Re-engineering Industry: Aviation/Travel Location: Gurugram Job Type: Full-Time Minimum Qualification Bachelor's degree in Business Administration, Marketing, Communication, or a related field. A Master's degree is preferred. Experience Minimum: 9+ years of experience Desired: 12+ years of experience in the aviation or hospitality industry Roles And Responsibilities Process Reengineering: Evaluate and optimize existing contact center processes to enhance efficiency and effectiveness. Identify bottlenecks and implement improvements to streamline workflows. Innovation Implementation: Introduce and implement cutting-edge technologies to improve contact center operations. Collaborate with IT teams to integrate innovative tools and automation for enhanced customer interactions. Performance Analysis: Conduct in-depth analysis of contact center performance metrics and recommend improvements. Use data-driven insights to enhance the overall customer experience. Customer Journey Enhancement: Map and analyze customer journeys within the contact center, identifying areas for improvement. Implement strategies to boost customer satisfaction at every touchpoint. Upskilling: Develop and deliver training programs to ensure contact center staff are adept at using new technologies and updated processes. Qualifications & Skills 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, creative, and capable of driving change Strong stakeholder management skills,