Assistant Operations Manager

2 weeks ago

Pune, India IGT Solutions Full time

JD: Assistant Manager-Operations

As an Assistant Manager you will lead and coach the Team Leads, SMEs on process knowledge and team management in delivering exceptional customer service on voice and e-channels support (email, chat, social-media) while successfully promoting IGT Solutions. You possess proven customer service and contact center operations skills, strong communication, and above all, a desire to help others.


Main Job Responsibilities

· Manage a contact center team.

· Ensure the team constantly meets or exceeds contractual Timelines and Service Level Agreements

· Leading presence in client relationship, meetings and reviews

· Quality/AHT/CSAT metrics management – ensure timely download and deployment of process updates and, or product guidelines

· Manage team planning, attrition and plan career mapping for agents

· Manage daily operations to ensure smooth service delivery, including coordination with key support functions

· Build and maintain successful partnerships with internal and external stakeholders, including clients

· Ongoing liaison with commercial and senior management teams on billing, SLAs, terms and conditions

· Provide feedback, support and guidelines to the team for improved play

· Lead and coach the Team Leads, SMEs on process knowledge and team management



Knowledge, Skills, Abilities

· Experience in customer service support for the airlines/tourism industries is a strong advantage

· Self-starter, independent and customer focused

· Strong people motivator, leader and developer, experienced in coordinating multi-cultural teams

· Good analytical, communication, leadership, team handling and presentation skills

· Highly organized, able to prioritize and work effectively on several ventures simultaneously

· Solution oriented, able to find effective ways for helping your team overcome challenges

· Excellent written and verbal English knowledge is also a must


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.

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