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Sr Manager
4 weeks ago
Interested candidates are requested to please provide email their resume at
JOB DESCRIPTION
Designation
: Manager / Sr Manager - BPO Operations ( Travel/Airlines)
IGT Solutions is looking for a Sr Manager - BPO Operations
to lead multiple client business operations in a Global Digital BPM Contact Center services environment.The role will have direct ownership and accountability of strategic and tactical operational direction to the operations team in order to achieve desired business goals and to ensure customer delight through close interaction with the client stakeholders and internal leadership.
Knowledge, Skills and Essential Experience:· 12-18 years of experience in BPO Operations at a leadership level, Travel Operations Preferred· Should have deep knowledge and understanding of the Travel market, Competition & Market trends in BPOGraduation in any discipline· Lean, Six sigma Green Belt / black belt trained / certified (preferred)· Should be willing to work in a 24x7 environment (5 days working US shifts)· Proven ability to build, manage and foster a team-oriented environment.· Have an ability to understand Staffing adherence and Schedule Adherence· Proven ability to work creatively and analytically in a problem-solving environment.· Deep desire and passion to work in service/Sales environment.· Excellent communication (written and verbal) and interpersonal skills.· Min. 2-3 Yrs. of experience in a Manager or Sr Manager – Operations role, managing International Travel or Airlines Operations
Job Responsibilities:· Deliver 100% to the client set contractual goals of service delivery and meet/exceed the financial and operational goals set by the organization· Create and present business reviews to the Client and internal leadership on weekly / monthly basis. Generate additional process insights, RCAs and Action Plans to improve customer experience. Designing and presenting all Performance Reviews to the client and the company Leadership Team.· Responsible for profitability of the current program.· Responsible for organizing various processes related site calibrations to ensure stability and clarity on product among all sites.· Manage and control attrition within the required thresholds and lead by example in setting the right persona of a true people leader· People management with help of skip level meetings, TL grooming and Red Amber Green analysis· Agent development through strong coordination with Training· Liaison between Client and the company to build and maintain smooth operations delivery and expanding relationship with the client.· Manage all resources and operations on daily basis to ensure timeliness adherence to SLAs to the mutual satisfaction of the client and the company.· Devise solutions and strategies for improving performance & critical metrics like NPS/DSAT/Productivity/CCR/AHT· Manage attrition by creating a people friendly environment· Setting Targets for Performance for all levels of (Sr Managers, Managers, Assistant Managers, Team Leaders, Quality & Agents level).· Fostering a business-oriented relationship through regular interactions and ongoing communication.· Providing frequent status reports on team performance including plans for improvement.· Provide statistical performance trends and plans of execution to maintain strong areas and build on opportunities.· Track and analyze performance to identify gaps and implement corrective action when required.
Personal Style Enablers:· Ability to motivate and inspire teams, lead by action and example· Diligence in following through Operational Parameters· Innovative and able to forecast business risks and plug any gaps to goals with effective improvement initiatives· Excellent people manager, open to direction and a collaborative work style and commitment to get the job done· Ability to challenge and debate issues of importance to the organization· Ability to look at situations from several points of view· 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.· Manage people by effectively and efficiently involving all resources to meet the organizational goals and by championing work-life balance, retention and career progression/development· Build and sustain relationships with key people in the Customer Environment· Extrovert with a blend of sales mind set
