Launched in 2007 by Aloke Bajpai & Rajnish Kumar, ixigo is a technology company focused on empowering Indian travelers to plan, book and manage their trips across rail, air, buses and hotels. ixigo assists travelers in making smarter travel decisions by leveraging artificial intelligence, machine learning and data science-led innovations on ixigo’s OTA platforms, including websites and mobile applications.  

ConfirmTkt and AbhiBus became a part of ixigo in 2021. ixigo is headquartered in Gurugram with offices in Bangalore (ConfirmTkt) and Hyderabad (AbhiBus). The ixigo, ConfirmTkt and AbhiBus apps allow travellers to book train tickets, flight tickets, bus tickets, hotels, cabs and provide travel utility tools and services developed using in-house proprietary algorithms and crowd- sourced information. In 2022, as per data.ai, ixigo was featured in the Top 10 most downloaded travel apps worldwide.

ixigo is hiring a Team Leader - Customer Experience to lead operational excellence for ConfirmTkt, a train ticket wait-list prediction and booking platform, available for Android and iOS. It aims at ensuring that users get a ‘confirmed ticket’. This role, based in Gurugram and Bangalore, focuses on streamlining day-to-day processes, enhancing operational efficiency, and providing valuable customer insights to our product, tech, and marketing teams.

Roles & Responsibilities

• Manage and govern third party vendor operations for both Voice and non-voice channels along with billing considerations.
• Establish strong operational rigor to ensure that Customer Experience KPIs are met consistently with high standards of service delivery by outsourced partners.
• Manage CRM and Cloud Telephony tools to drive ops excellence
• Define SOPs as per process updates/product developments and cascade to the team
• Identifying historical trends through data analysis to uncover process excellence needs
• Publish daily, weekly & monthly Operational Metrics/Reports
• Provide weekly and monthly updates to Senior Management of ixigo

Desired skill set

• Bachelor’s degree - Minimum 5 years of exp in Customer Experience/Service domain, with 2 yrs in supervisory role, preferably in the ecommerce or travel sector.
• Excellent verbal, written, analytical and communication skills
• Prior experience of managing outsourced partners
• Ability to multitask and successfully operate in a fast paced, team environment
• Strong orientation towards process reengineering and process design
• High on ownership, accountability and conflict management skills
• Time management and organizational skills
• Proficient in MS Word, PowerPoint; Advanced Excel