Workforce Manager
Published date: 2026/11/08
- Location: Gurugram, Haryana, India
Role: Workforce Management
Reporting To: Director - Customer Experience
Location: Gurgaon
About the Function
The Customer Experience Team focuses on improving the customer contact agendas like Customer Satisfaction, decreasing customer Efforts and driving Identified Projects, which will enhance customer experience.
About the Role
As a part of Customer Experience function the incumbent will be responsible for partner relationship management & negotiations and work on implementing data-backed high performing and cost effective solutions.
What will you be doing
• Develop & maintain working relationships with customer service partners and internal stakeholders
• Contribute to contact center procurement activities including:
• Business requirement scoping
• Vendor selection strategy
• Location assessments
• RFP administration
• Pricing & contract negotiations
• Build governance mechanisms to review partners on SOW and SOP compliance and ensure effective service delivery across all aspects of customer service operations
• Effectively demonstrate participation and ownership along with a continuous focus on action
• Develop business continuity plan & disaster recovery plan
• Ensure compliance with MakeMyTrip’s security standards.
• Participate and contribute to internal projects and initiatives on various auditing requirements.
• Ensure SOP and escalation/approval matrix are followed in all commercial engagements
• Ensure partner invoices and billing back up data is reviewed and audited
What are you required to bring to the team
• Strong planning and organizing skills with attention to detail
• Strong negotiation skills
• Effective communication skills and ability to effectively influence external stakeholders
• Ability to prioritize action items to meet deadlines in stressful situations
• Strong analytical & technical aptitude
Qualification & Experience
• Graduate with customer service experience from e-commerce industry
• 10+ years of experience in leading and managing team
Reporting To: Director - Customer Experience
Location: Gurgaon
About the Function
The Customer Experience Team focuses on improving the customer contact agendas like Customer Satisfaction, decreasing customer Efforts and driving Identified Projects, which will enhance customer experience.
About the Role
As a part of Customer Experience function the incumbent will be responsible for partner relationship management & negotiations and work on implementing data-backed high performing and cost effective solutions.
What will you be doing
• Develop & maintain working relationships with customer service partners and internal stakeholders
• Contribute to contact center procurement activities including:
• Business requirement scoping
• Vendor selection strategy
• Location assessments
• RFP administration
• Pricing & contract negotiations
• Build governance mechanisms to review partners on SOW and SOP compliance and ensure effective service delivery across all aspects of customer service operations
• Effectively demonstrate participation and ownership along with a continuous focus on action
• Develop business continuity plan & disaster recovery plan
• Ensure compliance with MakeMyTrip’s security standards.
• Participate and contribute to internal projects and initiatives on various auditing requirements.
• Ensure SOP and escalation/approval matrix are followed in all commercial engagements
• Ensure partner invoices and billing back up data is reviewed and audited
What are you required to bring to the team
• Strong planning and organizing skills with attention to detail
• Strong negotiation skills
• Effective communication skills and ability to effectively influence external stakeholders
• Ability to prioritize action items to meet deadlines in stressful situations
• Strong analytical & technical aptitude
Qualification & Experience
• Graduate with customer service experience from e-commerce industry
• 10+ years of experience in leading and managing team
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