Manager/Senior Manager Operations

6 days ago

madhya pradesh, India IGT Solutions Full time

Manager / Senior Manager – Airlines (Operations)


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.
  • 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 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 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 (Bhopal).


Perks and Benefits

  • 5-6 days work week
  • Dynamic and multicultural work environment
  • Inclusive and supportive company culture
  • Opportunities for growth and skill development


Equal Opportunity Employer

IGT Solutions is committed to creating a diverse and inclusive work environment. All qualified applicants will receive consideration without regard to age, gender, identity, orientation, race, nationality, or disability.

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