Operations Manager
2 days ago
Job Description Looking to grow your career in travel and aviation services About us: dnata is world's trusted aviation partner. Our award-winning aviation services are the cornerstone of airport, passenger, and travel operations across the world. As part of the Emirates Group, dnata is a leading global air and travel services provider. Established in 1959, we offer a wide range of quality and safe ground handling, cargo, travel, catering, and retail services in 35 countries across 6 continents, contributing to a memorable travel experience in the air and on the ground. If it's part of the journey, it's part of the portfolio. From a five-employee team, dnata has grown to become a global name, providing ground handling, cargo, premium services, catering & retail, and travel services to its customers across the globe. dnata India is opening its doors to passionate professionals ready to elevate the customer experience across global operations. If you're skilled, driven, and ready to represent excellence in a fast-paced, collaborative environment, we want to meet you Send your CV to us or walk-in to engage with our team, explore opportunities in international customer service and travel support, and discover how you can contribute to dnata s world-class service mission. Operations Manager Contact Centre (Bangalore) As Operations Manager Contact Centre, you will: - Manage and monitor the smooth running of Contact Centre operations - Implement best practice policies and procedures - Lead the Contact Centre team to achieve individual and network-wide objectives - Oversee daily operations to ensure consistent achievement of goals - Coach, manage, develop, and motivate direct-reporting Team Leaders - Conduct regular performance reviews with clear objectives and development plans - Provide timely feedback to team members and management - Analyse call and revenue data to identify trends and implement solutions to improve sales, service, and quality - Communicate performance reports to all Contact Centre employees to ensure transparency and understanding - Review internal systems, procedures, and processes to enhance operational efficiency - Recommend and implement relevant changes for improvement - Plan, develop, and launch new programs focused on sales, service, and employee satisfaction - Collaborate with training teams to implement development initiatives - Ensure training programs lead to measurable improvements and provide feedback on their effectiveness - Regularly communicate with global Contact Centres and reservation offices to share best practices - Interpret updates from DTS senior management and relay them to operations teams - Ensure up-to-date product and service information is available to all staff - Develop and guide contingency plans and processes for urgent or unexpected situations - Work with the Contact Centre team to ensure emergency guidelines are effective and fit for purpose Qualifications & Requirements To be considered for this role, you must have: - Bachelor's degree or Honours - Minimum 5 years of experience in customer service or call centre operations - In-depth, demonstrable supervisory experience - Working knowledge of Contact Centre and airline industry procedures - Excellent knowledge of fares and ticketing courses - Strong communication, negotiation, and influencing skills - Proficiency in Microsoft Word and Excel Preferred Qualifications: - Experience in coaching and people development - UAE market knowledge and experience
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