Assistant Operations Manager

1 week ago

Bangalore, India IGT Solutions Full time

Position: Assistant Manager – Travel Experience.

Department : Operations (International Process)

About IGT Solutions

IGT Solutions Pvt. Ltd. is a leading IT and BPM services provider focused on delivering innovation and business excellence across the Travel, Transportation, and Hospitality domain. With over 10,000+ travel industry professionals and 15 global delivery centers , IGT offers IT-BPM services like Application Development, Contact Center Services, Analytics, Testing, and more.

We serve top-tier clients including airlines, OTAs, cruise liners, railways, and hotel chains globally. IGT is committed to fostering a diverse, inclusive, and harassment-free workplace for all employees.

Roles and Responsibilities

  • Lead and manage a team of 15–20 members in an international process (Airlines Process).
  • Drive performance management : Monitor team productivity, quality, shrinkage, and attrition.
  • Provide floor support and manage escalations efficiently.
  • Identify training needs (TNI) and address performance/process gaps through coaching and development.
  • Conduct weekly coaching and performance reviews .
  • Maintain AHT (Average Handling Time) within defined targets across tenure groups.
  • Support team in achieving IC (Individual Contributor) targets and ensure alignment to KPIs.
  • Contribute to CSAT improvements through process reviews and actionable insights.
  • Maintain team discipline and foster a positive work environment.
  • Strong communication skills in English (written and verbal) are essential.
  • Use MS Excel and internal tools for reporting and analysis.

Candidate Profile

  • Experience in handling international voice or non-voice processes , preferably in a BPO environment .
  • Prior experience in team handling or supervisory roles is preferred.
  • Strong people management and coaching skills.
  • Strong interpersonal, communication, and problem-solving skills.
  • Flexible to work in 24x7 rotational shifts .
  • Organized, proactive, and methodical in approach.
  • Must be willing to work from office (Bangalore).

Perks and Benefits

  • 5-day work week
  • Dynamic and multicultural work environment
  • Inclusive and supportive company culture
  • Opportunities for growth and skill development

Interested Candidates share resume-

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