Operations Team Manager
3 weeks ago
The ideal candidate for this Operations Team Manager role will possess strong leadership skills, the ability to motivate and develop team members, and a proven track record of improving operational efficiency.
About the RoleWe are seeking an experienced Operations Team Manager to join our team at IGT Solutions in Pune. As a key member of our operations team, you will be responsible for managing a team of 15-20 agents handling inbound calls and emails.
Your primary focus will be on ensuring that the team meets and exceeds stipulated timelines and service level agreements. This includes monitoring calls, providing regular coaching and mentoring to agents, and tracking low performers. You may also be required to participate in client calls, agent focus group discussions, and reinforce product-related updates within the team.
Key Responsibilities- Manage and lead a team of 15-20 agents handling inbound calls and emails
- Ensure the team meets and exceeds stipulated timelines and service level agreements
- Monitor calls, provide coaching and mentoring to agents, and track low performers
- Participate in client calls, agent focus group discussions, and reinforce product-related updates within the team
- Download and maintain CMS reports related to team staffing, AHT, and aux adherence
To succeed in this role, you should have:
- A graduate degree in any stream or equivalent experience
- 1-2 years of experience in a supervisor or TL role in a BPO operations or travel account setup
- Knowledgeable in computer MS applications and Excel
- Preferably with experience in travel BPO/travel agency and hands-on experience in travel bookings and changes
You should also possess excellent leadership and people management skills, decision-making abilities, customer management skills, analytical and methodical abilities, coordination/team work skills, and communication skills both verbal and written.
In addition, you should be able to effectively assess operational inefficiencies, devise appropriate goals, and track measurable tasks. Excellent goal tracking and report writing skills are also essential.
SalaryThe estimated salary range for this role is ₹4-5 lakhs per annum, depending on your qualifications and experience.
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