NavanBengaluru, INLead and develop a team of Business Travel Consultants, overseeing performance, operations, and customer relationships for a dedicated offline travel program. Requires 5+ years of contact center leadership and 5+ years in the travel industry.
People Leadership & Development: Serve as the frontline manager for a team of Business Travel Consultants. Coach, train, and upskill team members to deliver a best-in-class customer experience.
Performance Management: Conduct regular 1:1 meetings and quarterly reviews to monitor progress, set clear expectations, and track career development using career maps. Provide continuous performance feedback.
Operational Management: Oversee the team's operational performance, monitoring call queues (ACD) and SLAs. Perform root cause analysis on common service issues to develop and implement permanent corrective actions and process improvements.
Customer Relationship Management: Act as the primary point of contact for the dedicated customer's Travel Manager. Conduct regular check-ins, present performance statistics, and collaborate on improvement plans and service enhancements.
Issue & Escalation Resolution: Take ownership of customer escalations, managing and resolving issues from start to finish. Coach team to proactively address traveler inquiries and aim for first-contact resolution. Step in to directly handle escalated chats and calls as needed.
Collaboration & Communication: Collaborate with the wider support team to meet performance and behavior metrics. Work with manager to prioritize and address customer requests for product and service enhancements. Communicate transparently with the dedicated customer about service improvements and corrective actions.
Talent Acquisition & Onboarding: Screen and interview new hires. Provide input for the New Hire Training Program and ensure its effective execution.
Administrative Oversight: Manage approvals for employee travel bookings and handle Resignation Conversations with departing employees.
Engagement & Culture: Organize team engagement activities, both in-person and remote, to foster a positive, collaborative, and high-performing team culture.
Lead and develop a customer support team to deliver exceptional service, optimize processes, and improve customer satisfaction metrics in a SaaS healthcare tech environment. Requires 4+ years customer support experience including 1-2 years of leadership.
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Patient Support Specialist handling inbound patient inquiries via phone/email/SMS, triaging issues, coordinating scheduling and lab work with national partners like Quest/Labcorp, and providing clerical support for at-home care visits. Requires 3+ years healthcare patient services experience.
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