Assistant Manager

1 month ago

pune, India IGT Solutions Full time

Position Summary:

The Assistant Manager – Operations will oversee and manage the day-to-day operations of our BPO team, ensuring that performance metrics are met and customer satisfaction is optimized. The ideal candidate will have a strong background in travel operations, preferably with experience in Online Travel Agencies (OTAs), and a proven track record in managing BPO KPIs, driving Customer Satisfaction (CSAT), and First Call Resolution (FCR).


Key Responsibilities:

  • Operational Management: Oversee daily operations of the BPO team, ensuring smooth and efficient processes. Implement best practices and standard operating procedures to optimize performance.
  • KPI Management: Monitor, analyze, and report on key performance indicators (KPIs) such as service levels, average handling time, and adherence to schedules. Take proactive measures to address performance issues.
  • CSAT & FCR Improvement: Develop and implement strategies to enhance Customer Satisfaction (CSAT) and First Call Resolution (FCR). Analyze customer feedback and performance data to identify areas for improvement.
  • Team Leadership: Lead, mentor, and motivate a team of call center agents. Provide ongoing coaching and feedback to improve performance and foster a positive work environment.
  • Training & Development: Design and deliver training programs to ensure staff are equipped with the necessary skills and knowledge to perform their roles effectively.
  • Customer Service Excellence: Ensure that the team delivers high-quality service, resolving customer issues efficiently and maintaining a high level of customer satisfaction.
  • Operational Reporting: Prepare and present regular reports on operational performance, KPIs, and customer feedback to senior management.
  • Process Improvement: Identify opportunities for process improvements and implement changes to enhance operational efficiency and effectiveness.
  • Collaboration: Work closely with other departments and stakeholders to ensure alignment of operations with company goals and customer needs.


Requirements:

  • Experience: Minimum of 3 years of experience in operations management within the travel sector, with a strong preference for experience in Online Travel Agencies (OTAs).
  • BPO Management: Proven experience in managing BPO operations, with a solid understanding of BPO KPIs and metrics.
  • Customer Focus: Demonstrated ability to drive improvements in Customer Satisfaction (CSAT) and First Call Resolution (FCR).
  • B2C Experience: Experience in a Business-to-Consumer (B2C) environment, with a focus on delivering high-quality customer service.
  • Leadership Skills: Strong leadership and team management skills, with the ability to motivate and guide a diverse team.
  • Analytical Skills: Excellent analytical and problem-solving abilities, with experience in using data to drive decision-making.
  • Communication Skills: Exceptional verbal and written communication skills, with the ability to present information clearly and effectively.
  • Technical Proficiency: Proficiency in using operational management tools and software. Familiarity with travel industry systems and platforms is a plus.
  • Education: Bachelor’s degree in Business Administration, Management, or a related field. Relevant certifications in operations management or customer service are a plus.


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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