Senior Manager
3 weeks ago
Etraveli Group is a leading company in the tech solutions and fulfillment capabilities for online sales of flights. We strive to simplify complexity by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond.
Job SummaryWe are seeking a Senior Manager to join our team. As a Senior Manager, you will be responsible for providing clear expectations and deadlines to reporting managers, supporting managers in their daily tasks, and mentoring, motivating, and developing managers/team leads.
Key Responsibilities- Provide clear expectations and deadlines to reporting managers
- Support managers in their daily tasks and routines
- Mentor, motivate, and develop managers/team leads
- Ensure the circulation of necessary communication is translated from managers to team leads and then to agents
- Create an atmosphere for feedback and sharing ideas
- Discuss and set personal targets with each manager reporting
- Daily monitoring and reviewing of team performance
- Organize and carry out weekly/monthly/quarterly and yearly performance reviews
- Set deadlines and action plans to improve on any gaps within performance
- Organize and run regular Senior Managers and monthly Managers/Team Lead meetings
- Assess received feedback from colleagues/reportees
- Prepare and review reports, highlighting discrepancies if any
- Discuss/report performance of the day/week and special issues - quality wise with managers
- Discuss or escalate daily issues and report Day Summary to VP
- Ensure that managers are aligned with WFM to fix any gaps noticed
- Highlight any risk, concerns, process needs, technical issues
- Learn and understand all E2E workflows for respective LOBs
- Learn and understand KPI and service fee contractual agreements and expectations for B2B
- Attend and participate in departmental meetings
- Manage and troubleshoot any escalations outside the leads control
- Participate in interviewing Team Leads and above positions alongside HR
- Perform skip level meetings
- Deepdive into processes where automation or processes can improve or be applied
- Stay up to date on industry news and insights along with internal announcements
- Advocate to our core values
- Attrition avoidance, target, and objective setting/monitoring
- Active participants in the RNR programmes and employee recognition
- Adapting well to change and complexity
- 8-9 years overall experience in a team managing role (Contact center preferred)
- Leadership skills - the ability to engage and mentor a large team
- Excellent communication skills
- Analytical and data-driven
- Multi-tasking skills & outsourcing knowledge will be a plus
- Time management skills
- Initiative skills (the ability to be resourceful and work independently - resilient, determined, and proactive)
- Drive's Etraveli values and culture in the team
- Preferred: Graduation or Master's degree in Tourism, Business Administration, or relative field, any extra qualification will be a plus
- Organizational skills
- Amadeus, Sabre, and Galileo knowledge (GDS will be an added advantage)
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