Manager/Senior Manager Operations

4 days ago

Bhopal, Madhya Pradesh, India IGT Solutions Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Manager / Senior Manager – Airlines (Operations)

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.
  • 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.
  • Excellent
    language proficiency
    is mandatory.
  • 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
    (Bhopal).

Perks and Benefits

  • 5-6 days work week
  • Dynamic and multicultural work environment
  • Inclusive and supportive company culture
  • Opportunities for growth and skill development

Equal Opportunity Employer

IGT Solutions is committed to creating a diverse and inclusive work environment. All qualified applicants will receive consideration without regard to age, gender, identity, orientation, race, nationality, or disability.

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