Operations Manager at IGT

Profile Summary:

• IGT Solutions is looking for a Manager business operations in a Contact Centre services environment. The position is responsible for 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:

• 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

QUALIFICATIONS AND EXPERIENCE: 

• Candidate must possess at least a Bachelor's/College Degree , any field.
• Minimum 12-17 years BPO experience, including 2 – 3 years in Travel Processes/OTA (required)
• Knowledge of Travel Reservation System (Air/Car/Hotel)
• Must have experience in managing travel agency operations
• Flexible in rotational/shifting schedule
• Applicants must be willing to work in Mandaluyong

PRINCIPLE ACCOUNTABILITIES: 

• Ensure team meets and exceed Stipulated Timelines and Service level Agreements
• Actively manage staff on a regular basis to ensure all issues are dealt with effectively and efficiently.
• Train, coach and motivate team members and Supervisors
• Responsible for Staff Retention, recruitment and performance appraisal.
• Interact with client coordinators for process related issues and give regular business insights to customers for process improvement.
• Develop and implement the action plan to identify the root cause of problem and ensure problems are ironed out on a timely basis.
• Excellent Client/Customer Management skills.
• Responsible for Consistent client interaction for operational and performance management.
• Consistently improves the client/customer satisfaction index.
• Represent IGT in the process governance meetings.
• Serve as process ambassador and represent Process during client facility visits.

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