Hiring For Cx Lead For Multiple Cities Job in Stanza Living

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