Assistant Manager Operations

3 weeks ago

Bangalore, India IGT Solutions Full time

Position: Assistant Manager – (Operations)

Department: Operations (International Process)

About IGT Solutions

IGT 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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