Hiring For Cx Lead For Multiple Cities Job in Stanza Living

Hiring For Cx Lead For Multiple Cities

Stanza Living 4+ weeks ago

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Job Summary

Job Description

This candidate will be the part of central CX team and will be collaborating with cross functional teams
(Ops/Sales/Projects/Food/Housekeeping etc) to drive the complaint resolution TAT and will own the SLA violated
(escalated cases) cases for the assigned city.
The objective of this role is, to reduce the consumer complaints by identifying the process gaps proactively and
working with relevant teams and driving the complaint resolution TAT and CSAT
This candidate will be working closely with cross functional teams (City level/Central) closely to identify the
process gaps proactively and will do the RCA which would help to design the long-term solutions.
Lead/participate in maintenance of standard processes and new process releases and drive the adherence
Should be able to analyze the data to identify the repeated issues and how can we solve the issues structurally
and should be able to recommend the new processes if current structure is not efficient.
Handling escalated cases and providing insights, Capturing the VOCs and sharing with leadership for next course
of action
Will have to visit and operate from multiple properties in the assigned city

Required Skills Experience/Other details: -

Minimum 4 years of experience in Operations
should have managed escalations
should have very good exposure of working with cross functional teams
Bias for action is key to success for this role, should be able to deliver results and recommend the solutions proactively Roles and Responsibilities

Experience Required :

2 to 6 Years

Vacancy :

2 - 4 Hires