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Service Operations Specialist
ConfidentialGurgaon / Gurugram3 days ago
Job descriptionManage large teams across multiple business accounts, ensuring operational goals are met. Collaborate with client stakeholders and internal leadership to maintain customer satisfaction. Drive continuous improvements in operations, enhancing quality and customer satisfaction. Lead cross-functional teams across Voice, Back Office, WFM, Training, and Quality.
Key Deliverables :
- Oversee and manage the P&L for 500+ FTE International Voice Customer Service Operations.
- Lead and drive strategic and tactical operational directions to achieve business objectives.
- Ensure adherence to key performance metrics such as Staffing Adherence, Schedule Adherence, and Customer Experience scores.
- Conduct regular business reviews to monitor performance and implement operational improvements.
Role Responsibilities :
Skills Required
Airlines, Travel, Operations, Attrition, AHT
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Specialist • Gurgaon / Gurugram
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