Operations Lead - Senior Associate Job in Noida at One97 Communications LTD(Paytm)

One 97 is hiring for the role of Operations Lead - Senior Associate!

Responsibilities of the Candidate:

• Providing best-in-class service & customized solutions to individuals through lateral thinking and excellent knowledge of travel along with exceptional leadership skills.
• Managing a team of individuals managing the contact center volumes of Voice and Nonvoice verticals.
• Providing exceptional customer service and managing Operational metrics to drive success.
• Working with other departments to ensure that the knowledge base is aligned with business goals and objectives.
• Identifying and Recruiting the Customer support team to align and drive business and provide First-call resolution to the customers
• Monitoring the Quality parameters as suggested by the management.
• Validating and conducting the audits on the acquisitions and sales done by the team.

Requirements:

• Minimum 3 years experience in Domestic/International customer service Travel Process as a Team Leader on papers
• GDS knowledge is mandatory (Amadeus/Galileo)
• Knowledge of Fares and Ticketing is a must
• Should be well aware of the operation metrics such as SLA, CSAT, DSAT, and Attrition/Shrinkage
• Past experience in driving FRT/ART, Answering Levels, and Reopen/Repeat
• Strong Data Analytics in terms of driving Insights and solutions through big data
• Skilled in coaching and mentoring, a quick learner who grasps and puts into application new learned ideas and concepts.
• Should be able to devise the best methods for communication of plans/targets to the team so as to minimize the expectations vs. delivery gap
• Robust experience in Manpower planning, Shrinkage planning, and staffing
• Hands-on experience in roster and planned/unplanned shrinkage planning
• Should be able to handle and raise alarm on any spikes in terms of volumes
• Destination Information with A Passion for Leisure Travel Product Knowledge
• Basic Knowledge of International & domestic Travel Products, Airfares, Itineraries, Routings & Airlines
• Exposure to End to End Travel Servicing Including Hotel/Car/Trains/Buses
• Exposure to Customer Handling and escalated cases
• Exceptional collaboration and networking skills to drive product and tech insights
• Managing high call volumes and delivering exceptional quality services to our customers
• Fluent communication skills (written and oral) in English and Hindi