Operations Manager

2 weeks ago

Thane Maharashtra India, Maharashtra TP Full time

We are seeking a seasoned Operations Manager to lead and optimize customer service operations. The ideal candidate will have deep experience in managing high-volume customer interactions, driving service excellence, and leading teams in a dynamic travel environment. Familiarity with travel booking systems and GDS platforms (e.g., Amadeus, Sabre) is highly desirable.


️ Key Responsibilities:

  • Oversee daily operations of the customer service, ensuring timely and effective resolution of customer queries.
  • Lead, coach, and develop a team of supervisors, agents, and support staff to meet performance targets.
  • Monitor service levels, call quality, and customer satisfaction metrics; implement corrective actions as needed.
  • Collaborate with IT and product teams to ensure smooth functioning of booking systems and GDS tools.
  • Manage workforce planning, shift scheduling, and resource allocation to optimize coverage.
  • Handle escalations and complex customer issues with professionalism and empathy.
  • Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
  • Ensure compliance with travel industry regulations, data protection standards, and internal policies.
  • Prepare and present performance reports to senior management.


Qualifications:

  • Bachelor’s degree in any.
  • 7+ years of experience in contact centre operations, in the travel or airline industry.
  • Proven leadership experience managing large teams in a customer service environment.
  • Familiarity with GDS platforms (Amadeus, Sabre, Galileo) and travel booking systems.
  • Strong analytical, communication, and conflict-resolution skills.
  • Ability to thrive in a fast-paced, customer-centric environment.


Preferred Skills:

  • Certification in GDS systems or travel technology platforms.
  • Multilingual capabilities are a plus.
  • Strong team handling skills


What We Offer:

  • A collaborative and energetic work culture.
  • Opportunities for growth in the global travel industry.
  • Competitive compensation and benefits.

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