Assistant Manager – Customer Experience (Digital Testing)

Job-description Assistant Manager – (Customer Experience)

? Highly customer-centric and quality-oriented professional with excellent communication skills

? Would be responsible for extensive UAT (user applicable testing)

? Responsible for identifying digital opportunities impacting the customer journey

? Able to do comparative analysis and implementing best practices

? Ability to Solve critical and complex flows keeping the customer in center

? Able to work in a dynamic environment and should be open to work with multiple supporting departments

? Drives Performance Management ensuring achievement of daily targets and adherence to Service Level Agreement (SLAs) specified.

? Well-versed with latest digital advancement and call center tools, Inbound, Outbound, Chat, IVR, BOT, WhatsApp, etc.

? Must possess strong vendor management and Intra-department relationship skills.

? To be able to handle multiple projects simultaneously and effectively.

? Preparing and presenting the WRM (weekly review meeting) deck.

? Updating statistical performance of the team for the previous day/ week.

? Preparing development plans through automation

? Regularly assessing training needs to fill performance gaps.

? Working as a team with other leaders providing assistance and seeking support wherever required.

Experience: 5-7 Years

Education: Graduation

‘At IndiGo we are committed to fostering an inclusive and equitable workplace. All employment decisions are made solely on the basis of merit and qualifications, without regard to a candidate’s gender, race, color, religion, caste, creed, ethnicity, language, sexual orientation, marital status, maternity status, disability, or social and economic background’