Assistant Manager Operations

4 weeks ago

Bengaluru, India IGT Solutions Full time

Position: Assistant Manager – (Operations)Department : Operations (International Process)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 Responsibilities- Lead and manage a team of 15–20 members in an international process (Airlines Process).- 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 Profile- Experience 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 (Bangalore).Perks and Benefits- 5-day work week- Dynamic and multicultural work environment- Inclusive and supportive company culture- Opportunities for growth and skill development

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