IGT Hiring II Senior Manager - Operations(Airline) II Bengaluru

Position: Senior Manager Operations (International Airline Process)

Location: Bangalore

Employment type: Permanent

Job type: Full time

Profile Summary:

IGT Solutions is looking for a Senior Manager - Operations(Airline Process) business operations in a Contact Centre services environment. The position is responsible for the overall leadership of the BPO operations providing strategic and tactical operational direction to the team in order to achieve desired business goals and to ensure customer delight through close interaction with the leadership.

Primary Job Responsibilities:

10+ years of experience in Customer Operations, Contact Center Operations, BPO Operations (Travel preferred)

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

Responsible for opportunity identification

Devise solutions and strategies for improving performance & critical metrics like AHT/CSAT/Quality

Manage attrition and facilitate a people friendly environment

Setting Targets for Performance for all levels (Assistant Managers, Team Leaders, Quality & Agents level)

Designing and presenting all Performance Reviews to the client and the company Leadership Team

Responsible for profitability of the project

Responsible for organizing various processes related site calibrations to ensure stability and clarity on product among all/other sites

Performance management of team members

Fostering a business-oriented relationship through regular interactions and ongoing communication

Providing frequent status reports on team performance including plans for improvement

Ensuring people development and profit enhancement

Provide statistical performance trends and plans of execution to maintain strong areas and build on opportunities

Track and evaluate performance to identify gaps and implement corrective action when required

Education and Essential Experience:

Analytical aptitude, eye to detail and problem solving attitude

Proven ability to build, manage and foster a team-oriented environment

Have an ability to understand Staffing adherence and Schedule Adherence

Proven ability to work creatively and analytically in a problem-solving environment

Desire to work in service/Sales environment

Excellent communication (written and verbal) and interpersonal skills

Excellent leadership and management skills

Client engagement and interface exposure a must

Exposure to P&L management an added advantage

Min. 2 Yrs. of experience in managerial role

Personal Style Enablers:

Ability to motivate and inspire teams

Innovative and able to foresee market conditions

Excellent people manager, open to direction and a collaborative work style and commitment to get the job done

Persuasive with details and facts

Confident, flexible with the ability to work in a fast paced and changing environment

Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise.

Extrovert with a blend of sales mind set

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

If interested to discuss about the role kindly share your updated resume at Lipi.Jhingran@igtsolutions.com