IGT Solutions | Manager/Sr Manager
1 week ago
Location: Gurgaon
Employment type: Permanent
Job type: Full time
Profile Summary:
IGT Solutions is looking for a Manager/Senior Manager - Airline Operations in a Contact Centre services environment. The position is responsible for the overall leadership of the BPO operations providing strategic and tactical operational direction to the team in order to achieve desired business goals and to ensure customer delight through close interaction with the leadership.
Primary Job Responsibilities:
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
Responsible for opportunity identification
Devise solutions and strategies for improving performance & critical metrics like AHT/CSAT/Quality
Manage attrition and facilitate a people friendly environment
Setting Targets for Performance for all levels (Assistant Managers, Team Leaders, Quality & Agents level)
Designing and presenting all Performance Reviews to the client and the company Leadership Team
Responsible for profitability of the project
Responsible for organizing various processes related site calibrations to ensure stability and clarity on product among all/other sites
Performance management of team members
Fostering a business-oriented relationship through regular interactions and ongoing communication
Providing frequent status reports on team performance including plans for improvement
Ensuring people development and profit enhancement
Provide statistical performance trends and plans of execution to maintain strong areas and build on opportunities
Track and evaluate performance to identify gaps and implement corrective action when required
QUALIFICATIONS AND EXPERIENCE:
Candidate must possess at least a Bachelor's/College Degree , any field.
Minimum 10-15 years BPO experience, including 2 – 3 years in Airline Process (required)
Knowledge of Travel Reservation System (Air/Car/Hotel)
Must have experience in managing travel agency operations
Flexible in rotational/shifting schedule
PRINCIPLE ACCOUNTABILITIES:
Ensure team meets and exceed Stipulated Timelines and Service level Agreements
Actively manage staff on a regular basis to ensure all issues are dealt with effectively and efficiently.
Train, coach and motivate team members and Supervisors
Responsible for Staff Retention, recruitment and performance appraisal.
Interact with client coordinators for process related issues and give regular business insights to customers for process improvement.
Develop and implement the action plan to identify the root cause of problem and ensure problems are ironed out on a timely basis.
Excellent Client/Customer Management skills.
Responsible for Consistent client interaction for operational and performance management.
Consistently improves the client/customer satisfaction index.
Represent InterGlobe in the process governance meetings.
Serve as process ambassador and represent Process during client facility visits.
Personal Style Enablers:
Ability to motivate and inspire teams
Innovative and able to foresee market conditions
Excellent people manager, open to direction and a collaborative work style and commitment to get the job done
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.
Extrovert with a blend of sales mind set
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, colour, 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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