Senior Operations Manager|| Travel Process
- IGT Solutions
- 12 - 14 years
- Noida, Gurugram
- 24 days ago
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Job Description
Job Opportunity: Senior Manager - Operations at IGT Solutions
Location: Gurgaon
IGT Solutions is seeking a highly skilled and experienced Senior Manager of Operations to oversee and lead multiple client business operations in our Global Digital BPM Contact Center Services environment. As a key member of our leadership team, you will report directly to the GM/VP Global Operations and manage a large team of 500-1000 FTEs across multiple business accounts.
Key Responsibilities:
- Take ownership and responsibility for the P&L and overall Operations Management of 500+ FTE International Voice Customer Service Operations.
- Lead and drive both strategic and tactical operational direction for the operations team to achieve business goals.
- Interact closely with client stakeholders and internal leadership to ensure customer satisfaction and business success.
- Ensure all key performance metrics are met, including Staffing Adherence, Schedule Adherence, Customer Experience scores, and more.
- Lead cross-functional teams, including Voice, Back Office, WFM, Training, Quality, and more.
- Conduct weekly, monthly, and quarterly business reviews to monitor performance and implement changes as needed.
- Collaborate with teams such as Sales, Account Management, and Presales to expand business opportunities.
- Drive continuous improvements to enhance quality, CSAT, and business operations.
Required Qualifications & Skills:
- 12-15 years of experience in BPO Operations at a leadership level, with a preference for Travel Operations experience.
- Deep knowledge of the Travel market, BPO competition, and industry trends.
- Graduation in any discipline.
- Lean or Six Sigma Green Belt/Black Belt certification (preferred).
- Proven ability to manage large teams, foster a team-oriented environment, and inspire leadership.
- Strong experience in data analysis, statistical process control, and problem-solving.
- Minimum 2 years of experience in a Senior Manager Operations role, managing International Travel accounts in Voice/Back Office Operations.
- Excellent communication (written and verbal) and interpersonal skills.
- Ability to collaborate with internal stakeholders and manage client relationships effectively.
Personal Qualities:
- Motivated, innovative, and able to foresee market conditions.
- Strong people management and leadership skills with a collaborative approach.
- Confidence, flexibility, and resilience in a fast-paced, ever-changing environment.
- Integrity, commitment to delivering results, and a blend of a sales mindset
In case interested, please share your resume on - so*********1@ig*********s.com or 9953150***
At IGT Solutions, we are committed to equal employment opportunities for all individuals, regardless of age, gender, race, religion, or any other factor. We promote an environment free from discrimination and harassment.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: IGT SolutionsLocation(s): Noida, Gurugram
Keyskills: operations attrition Cross Selling aht Sales Process SLA Hotel Operations CSAT shrinkage
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