Inder Joshi
Head - Air India Customer Service Centre | Strategy, Transformation, Customer Experience
- Role
- Head - Air India Customer Service Centre (Strategic & Transformation) at Air India Limited
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Inder Joshi
Driving transformation at Air India\'s Customer Service Centre, the focus remains on enhancing the travel experience through strategic operations, efficient service delivery, and effective budget management. Leveraging deep expertise in CRM and team leadership, significant strides have been made in optimizing processes and achieving customer-centric outcomes.With over a decade of leadership experience, the efforts have consistently aimed at delivering operational excellence and ensuring customer success. By leading initiatives across multiple global centers, the collaborative team has set new benchmarks in seamless travel support, strengthening Air India\'s legacy of exceptional customer service.
Experience
Head - Air India Customer Service Centre (Strategic & Transformation)
Jan 2023 — Present · Gurugram, IN
Built and scaled Air India’s global contact centre ecosystem from the ground up, including end-to-end tech infra implementation•Established and expanded operations across 7 global locations, managing a workforce of FTE•Led enterprise-wide Customer Experience transformation, integrating voice, chat, social, and email into a seamless omnichannel model•Spearheaded the launch of CSAT measurement frameworks, embedding customer-centric performance tracking and continuous improvement•Drove digital transformation initiatives, enhancing self-service capabilities and improving customer engagement across channels•Strengthened partner governance and vendor management frameworks, ensuring service consistency and operational efficiency at scale•Delivered cost optimisation and productivity improvements while maintaining high service quality standards aligned to premium positioning•Collaborated with Top leadership and cross-functional teams to align CX strategy with broader organisational and brand objectives
Education
SVKM's Narsee Monjee Institute of Management Studies (NMIMS)
MBA/PGDM, Business Administration, Management and Operations
2018 — 2020
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