Role & responsibilities

- To engage customers approaching Yatra and resolved their escalations as per process.
- Maintain adherence to Key KPIs - Own and team, as per process guidelines.
- Maintain compliance with all company policies and procedures
- Operational Management: Managing the floor, adherence to schedule.
- Delivery of teams, service level components, quality and Compliance targets
- Transaction monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every transaction
- Should be able to work under high work pressure and target delivery workplace, while maintaining a positive attitude and providing exemplary customer service
- Recommendations for product and process development based on customer feedback and analysis of the same
- Analyze various reports including process dashboards & team performance reports.
- People Management through one on one session, including all HR related issues, as well as staff development.
- Manage Roster Adherence, attendance and attendance incentive for the team.
- Develop/implement action plans to achieve desired performance levels.
- Administrative coordination with Internal Departments and Vendor.

📌 Team Lead(Customer Support) (Gurugram)
🏢 Yatra.com
📍 Gurugram