Organization: Aviation Indeed TM

Location: Gurugram, Haryana, India 

Job Overview:

Primary responsibility will be to proactively salesforce business analyst jobs manage real-time call volumes by creating a robust crisis management plan to support any deviations from the forecasted volume. Our success is deeply rooted in the robust relationships we foster, maintaining strong connections with our clients and candidates. At Aviation Indeed, we go beyond merely finding candidates; we nurture careers and facilitate industry growth. 

Qualifications

• Overall, 4 years of experience and 2 years in managing RTM with CC Ops

• 5+ years of experience in customer service process/operations/metrics management

• Travel domain experience mandate

• Strong willingness to learn & undergo continuous training

• Ability to work under pressure & Good Team Player

• Excellent spoken & written English

• Excellent knowledge of MS Excel

• Ability to take decisions autonomously

• Creative & innovative thinking

• A high degree of customer orientation

• Willing to work in 24*7 shift

Responsibilities

• Continuously monitor various real-time metrics relevant to operations, including call volumes, handling times, service levels, and queue sizes using platforms like Genesys and SFDC.
• Gather real-time insights to make informed decision-making to intervene promptly and address issues as they arise.
• Manage and adjust agent assignments and queues in real-time to handle fluctuating call volumes, ensuring optimal staffing levels and service quality.
• Act as a central communication hub, informing relevant stakeholders of current performance metrics and potential impacts on service levels.
• Quickly identify emerging issues or trends that could impact call center performance, such as sudden spikes in call volumes or unexpected agent unavailability.
• Utilize real-time data to identify areas for operational optimization and recommend strategies to improve efficiency and quality of service.
• Develop and execute action plans for potential high-volume events or system outages, ensuring minimal impact on service quality.
• Provide immediate support and guidance to agents during peak periods or when unexpected issues arise, ensuring they have the necessary resources to handle calls effectively.
• Ensure all real-time operations adhere to internal policies and industry regulations, maintaining high standards of customer service and data privacy.
• Track the effectiveness of real-time interventions and adjustments, analyzing their impact on overall call center performance and customer satisfaction.
• Regularly review real-time management processes and tools, seeking opportunities to enhance capabilities and introduce innovations that support dynamic workload management.

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