Operations Manager (Travel Process) at IGT

Main Job Responsibilities

• Manage a contact center team of 80-100 team players and counterparts
• Ensure the team constantly meets or exceeds contractual Timelines and Service Level Agreements
• Leading presence in client relationship, meetings and reviews
• Quality/AHT/CSAT metrics management – ensure timely download and deployment of process updates and, or product guidelines
• Manage team planning, attrition and plan career mapping for agents
• Manage daily operations to ensure smooth service delivery, including coordination with key support functions
• Build and maintain successful partnerships with internal and external stakeholders, including clients
• Ongoing liaison with commercial and senior management teams on billing, SLAs, terms and conditions
• Provide feedback, support and guidelines to the team for improved play
• Lead and coach the Team Leads, SMEs on process knowledge and team management
• Comfortable in working under fast paced 24*7 environment from office

Knowledge, Skills, Abilities

• Fluent in English language (C1 level speaking and writing)
• Experience in customer service support for the airlines/tourism industries is a strong advantage
• Self-starter, independent and customer focused
• Strong people motivator, leader and developer, experienced in coordinating multi-cultural teams
• Good analytical, communication, leadership, team handling and presentation skills
• Minimum 4 years experience in a similar role, managing 70+ players teams is mandatory
• Knowledge of budgeting, good control of metrics and processes enabling effective team planning and execution on multiple projects environment
• Highly organized, able to prioritize and work effectively on several ventures simultaneously
• Solution oriented, able to find effective ways for helping your team overcome challenges
• Excellent written and verbal English knowledge is also a must
• GDS Knowledge – Ticketing and fairs, Aviation / Airline Experience,
• Basic knowledge of international Travel products, Airfares, itineraries, Routing & Airline
• Provide relevant travel related recommendations/suggestions to internal teams
• Knowledge of business travel, services & value propositions