Vice President Operations

Position: Vice President Operations (Travel domain)

IGT Solutions is looking for a Vice President Operations to lead business operations in a Contact Centre services environment. The position is responsible for the overall leadership of the BPO operations providing strategic and tactical operational direction to the team in order to achieve desired business goals and to ensure customer delight through close interaction with the leadership.

Education and Essential Experience:

• 15+ years of experience in BPO Vice President Operations at a leadership level
• Should have deep knowledge and understanding of the BPO/Contact Centre operations in the travel domain, Competition, and market trends in the BPO industry
• Must have experience in Travel / Airline / OTA domain
• Lean Six Sigma Green Belt / black belt trained/certified (preferred)
• Present reviews to the Client on a monthly basis. Generate additional process insights, capture end customer voice, and share with client
• Drive Entire Operations by Leading and assigning teams responsible for the delivery

Primary Job Responsibilities:

· Proven experience in operational process management, change management, and administrative leadership roles

· In-depth knowledge of diverse business functions & and operations best practices (Voice, Chat, Email, Back office, WFM, Training, Quality, Resourcing, Customer Service, Sales, etc.)

· Provide additional support for achieving key performance and productivity goals.

· Experience and hands-on data analysis and statistical process control, as well as providing direction and leadership to cross-functional teams is a must.

· Responsible for a wide spectrum of Operations and P&L responsibilities, must be able to multi-task across multiple business operations with proficiency.

· Prepare and conduct effective and timely weekly, monthly, and quarterly Business Reviews

· Responsible for all aspects of operations which include but are not limited to meeting key performance metrics, managing staffing, providing and maintaining excellent customer experience scores, ensuring effective coverage and training of operations staff; delivering excellent client services, and meeting desired business KPIs

· Work closely with Internal controls and finance teams to develop and maintain annual budget and monthly/quarterly P&L forecasts

· Drive Continuous improvements and innovations to enhance quality, CSAT

· Optimizing spend for LOBs, preparing medium-term plan, annual budgets, and activity plan consistent with the agreed strategies with Unit and organizational goals

· Collaborate with Sales/Account Management/ Presales teams to grow the business & and coordinate customer site visits

· End to end client Management including reviews with clients, value addition to the client, and proactive communication with internal and external clients

· Positioning IGT Solutions & Services as a major player in the customer services segment to become a partner of choice for related companies in BPO services

· Meet and exceed all BPO metrics like AHT, Staffing Adherence, and Abandoned Occupancy for Voice Business

Personal Style Enablers:

• Ability to motivate and inspire teams
• Innovative and able to foresee market conditions
• Excellent people manager, open to direction and a collaborative work style, and commitment to getting the job done
• Persuasive with details and facts
• Confident, flexible with the ability to work in a fast-paced and changing environment
• Show integrity in all aspects of the position by doing the right thing, taking responsibility, and delivering on the promise.
• Extrovert with a blend of sales mindset

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.