Asst. Manager - Contact Center

Date: 27-Nov-2022

Location: Gurgaon

Company: TATA SIA Airlines Limited

Job Overview

To facilitate deliverables pertaining to Training Support & quality to meet Vistara Service standards for the outsourced partners giving call center services to Vistara.

Key Responsibilities

  • Design, issuance, revisions, distribution, implementation & compliance of Operations Training Manual
  • Issuance, revisions, distribution & compliance of training support manual
  • Design Refresher Trainings for the outsource vendor
  • Train and certify the trainers appointed by the contact center team
  • Design and calibrate on call audits with the Vendor QA’s and Managers
  • Audit the training delivery with the partners and report findings and closures
  • Audit Voice Calls as Master Auditor and report key findings regularly
  • Audit of DSR (Daily Sales Report) and other reservation related parameters

  • Prepare Training content for product changes and enhancements
  • Work towards automation of processes, system enhancements
  • Design Final Assessment for all Associates trained by the partners
  • Certify on call all the voice associates before going live
  • Will be responsible for UAT and testing for changes in Products
  • Projects as shared by the reporting Manager/Head Customer Engagement

Skills & Attributes

  • Excellent Knowledge of Amadeus and its complete functions
  • Excellent interpersonal and communication skills are required
  • Vendor Management and training skills needed
  • Willingness to travel across vendor sites in Delhi/NCR and outside as well
  • Should know audit basics and voice audit procedures
  • Excellent Power Point and MS-Word Skills

Work Experience

  • Minimum 5 years of contact center experience with at least 2 years in the training/quality role of a travel process
  • Must have training experience for Amadeus

Qualification

  • Minimum Graduate

Location

Gurgaon

Note

All Vistara employees are required to be fully vaccinated against COVID-19