BriefCase
BriefCase

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

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