Travel Operations Leadership Manager
2 weeks ago
We are seeking an experienced Travel Operations Leadership Manager to lead our team in Pune. The ideal candidate will have 12-18 years of experience in BPO Operations at a leadership level, preferably in the travel industry.
Key responsibilities include:
- Delivering exceptional service to clients
- Managing a team of professionals to ensure operational efficiency and effectiveness
- Developing and implementing strategic plans to achieve business goals
- Maintaining strong relationships with clients and stakeholders
- Analyzing performance metrics and implementing corrective actions
The successful candidate will be a natural leader with excellent communication and interpersonal skills. They will also have a deep understanding of the travel industry and market trends.
We offer a competitive salary of $120,000 - $150,000 per year, depending on experience. If you are a motivated and results-driven professional looking for a new challenge, please apply.
Responsibilities include:
Job Responsibilities- Deliver 100% to client set contractual goals of service delivery and meet/exceed financial and operational goals set by the organization
- Create and present business reviews to the Client and internal leadership on weekly/monthly basis. Generate additional process insights, RCAs and Action Plans to improve customer experience
- Responsible for profitability of the current program
- Responsible for organizing various processes related site calibrations to ensure stability and clarity on product among all sites
- Manage and control attrition within the required thresholds and lead by example in setting the right persona of a true people leader
- People management with help of skip level meetings, TL grooming and Red Amber Green analysis
- Agent development through strong coordination with Training
- Liaison between Client and the company to build and maintain smooth operations delivery and expanding relationship with the client
- Manage all resources and operations on daily basis to ensure timeliness adherence to SLAs to the mutual satisfaction of the client and the company
- Devise solutions and strategies for improving performance & critical metrics like NPS/DSAT/Productivity/CCR/AHT
- Manage attrition by creating a people friendly environment
- Setting Targets for Performance for all levels of (Sr Managers, Managers, Assistant Managers, Team Leaders, Quality & Agents level)
- Fostering a business-oriented relationship through regular interactions and ongoing communication
- Providing frequent status reports on team performance including plans for improvement
- Provide statistical performance trends and plans of execution to maintain strong areas and build on opportunities
- Track and analyze performance to identify gaps and implement corrective action when required
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