Lead Operations Manager

3 days ago


Bengaluru, Karnataka, India IGT Solutions Full time
Operations Leadership Role in International Airline Operations

Bangalore, India

We are seeking an experienced Operations Lead to oversee our operations in a Contact Centre services environment. The ideal candidate will have at least 9 years of experience in Customer Operations, Contact Center Operations, or BPO Operations, with a preference for travel industry experience.

Main Responsibilities:
  • Liaise between Client and the company to build and maintain smooth operations delivery and expand client relationships.
  • Manage all resources and operations on a daily basis to ensure timely adherence to SLAs to the mutual satisfaction of the client and the company.
  • Identify opportunities for growth and improvement, devise solutions, and strategies for enhancing performance and critical metrics like AHT/CSAT/Quality.
  • Manage attrition and create a people-friendly work environment.
  • Set targets for performance for all levels, including Assistant Managers, Team Leaders, Quality & Agents.
  • Design and present performance reviews to the client and leadership team.
  • Ensure profitability of the project and organize various processes related to site calibrations.
Requirements:
  • At least 9 years of experience in Customer Operations, Contact Center Operations, or BPO Operations.
  • Ability to understand staffing adherence and schedule adherence.
  • Proven ability to work creatively and analytically in a problem-solving environment.
  • Excellent communication, interpersonal, leadership, and management skills.
  • Client engagement and interface exposure is essential, with P&L management as an added advantage.
Compensation:

₹1,200,000 - ₹1,500,000 per annum (dependent on experience)



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