Manage day-to-day call centre operations and customer support teams.
Drive key metrics such as SLA, AHT, CSAT, FCR, productivity & quality.
Handle customer and hotel partner escalations to ensure timely resolution.
Monitor team performance, workforce planning, and operational efficiency.
Analyse MIS reports and call trends to identify improvement areas.
Implement SOPs and process improvement initiatives.
Collaborate with cross-functional teams to improve customer experience.
Requirements
Experience in Call Centre / Contact Centre / Customer Support Operations.
Strong team leadership and people management skills.
Hands-on experience with contact centre KPIs, escalations & MIS.
Solid analytical, problem-solving, and stakeholder management skills.
Experience in Hospitality, Travel, E-commerce, or high-volume customer service will be an advantage.
Interested candidates can share their updated CVs.
Please share with relevant candidates in your network!
Role: Customer Success, Service & Operations - Other, Industry Type: Travel & Tourism, Department: Customer Success, Service & Operations, Employment Type: Full Time, Permanent Role Category: Customer Success, Service & Operations - Other Education UG: Any Graduate Key Skills Skills highlighted with ‘‘ are preferred keyskills Escalation ManagementCustomer Support Operations FCRSLAAhtCSATSLA ManagementCustomer Operations
📌 Call Centre Manager (Gurugram)
🏢 OYO
📍 Gurugram
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