AM Operations

Position: Assistant Manager – German Language (Operations)Department: Operations (International Process – German Language)About IGT SolutionsIGT Solutions Pvt. Ltd. is a leading IT and BPM services provider focused on delivering innovation and business excellence across the Travel, Transportation, and Hospitality domain. With over 10,000+ travel industry professionals and 15 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 a diverse, inclusive, and harassment-free workplace for all employees.Roles and ResponsibilitiesLead and manage a team of 150–200 members in an international process (German language support).Drive performance management: Monitor team productivity, quality, shrinkage, and attrition.Provide floor support and manage escalations efficiently.Identify training needs (TNI) and address performance/process gaps through coaching and development.Conduct weekly coaching and performance reviews.Maintain AHT (Average Handling Time) within defined targets across tenure groups.Support team in achieving IC (Individual Contributor) targets and ensure alignment to KPIs.Contribute to CSAT improvements through process reviews and actionable insights.Maintain team discipline and foster a positive work environment.Strong communication skills in German and English (written and verbal) are essential.Use MS Excel and internal tools for reporting and analysis.Candidate ProfileExperience in handling international voice or non-voice processes, preferably in a BPO environment.Prior experience in team handling or supervisory roles is preferred.Strong people management and coaching skills.Excellent German language proficiency is mandatory.Strong interpersonal, communication, and problem-solving skills.Flexible to work in 24x7 rotational shifts.Organized, proactive, and methodical in approach.Must be willing to work from office (Gurgaon).Perks and Benefits5-day work weekDynamic and multicultural work environmentInclusive and supportive company cultureOpportunities for growth and skill development