Assistant Operations Manager

3 days ago

New Delhi, India IGT Solutions Full time

Position: Assistant Manager – Travel Experience. Department : Operations (International Process)About IGT Solutions IGT Solutions Pvt. Ltd. is a leading IT and BPM services provider focused on delivering innovation and business excellence across theTravel, Transportation, and Hospitalitydomain. With over10,000+ travel industry professionalsand15 global delivery centers , IGT offers IT-BPM services like Application Development, Contact Center Services, Analytics, Testing, and more. We serve top-tier clients including airlines, OTAs, cruise liners, railways, and hotel chains globally. IGT is committed to fostering adiverse, inclusive, and harassment-free workplacefor all employees.Roles and Responsibilities Lead and manage a team of15–20 membersin an international process (Airlines Process). Driveperformance management : Monitor team productivity, quality, shrinkage, and attrition. Providefloor supportand manage escalations efficiently. Identifytraining needs (TNI)and address performance/process gaps through coaching and development. Conductweekly coaching and performance reviews . MaintainAHT(Average Handling Time) within defined targets across tenure groups. Support team in achievingIC (Individual Contributor) targetsand ensure alignment to KPIs. Contribute toCSAT improvementsthrough process reviews and actionable insights. Maintain team discipline and foster a positive work environment. Strong communication skills inEnglish(written and verbal) are essential. UseMS Excel and internal toolsfor reporting and analysis.Candidate Profile Experience in handlinginternational voice or non-voice processes , preferably in aBPO environment . Prior experience inteam handlingorsupervisory rolesis preferred. Strongpeople management and coachingskills. Strong interpersonal, communication, and problem-solving skills. Flexible to work in24x7 rotational shifts . Organized, proactive, and methodical in approach. Must be willing to workfrom office(Bangalore).Perks and Benefits 5-day work week Dynamic and multicultural work environment Inclusive and supportive company culture Opportunities for growth and skill developmentInterested Candidates share resume- 7042379178

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