Senior Operations Manager
1 week ago
A challenging opportunity has arisen for a seasoned Team Lead to manage all team and process-related issues at IGT Solutions.
The purpose of this role is to oversee the effective management of teams, including ensuring timely completion of tasks, monitoring voice standards, and maintaining performance reports. The ideal candidate will have experience in managing teams of 15-20 agents handling inbound calls and emails.
Main Responsibilities:
- Ensure the team meets and exceeds stipulated timelines and service level agreements.
- Monitor calls and provide coaching and mentoring to agents, tracking low performers.
- Participate in client calls and focus group discussions.
- Reinforce product updates and handle escalated calls.
- Track and maintain CMS reports on staffing, AHT, and aux adherence.
- Maintain discipline and ensure compliance with policies and procedures.
- Manage staff retention and conduct appraisal discussions (PMS) with agents.
Requirements:
- A graduate degree in any stream or equivalent.
- At least 1-2 years of experience as a supervisor or TL in BPO operations or travel account set-ups.
- Proficiency in MS applications, Excel, and computer skills.
- Experience in travel BPO/travel agency and travel bookings preferred.
Key Competencies:
- Leadership and people management.
- Decision-making and problem-solving abilities.
- Customer management and analytical skills.
- Communication, coordination, and teamwork.
Expected Salary: ₹4-5 LPA
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