Assistant Manager Operations - Airlines Experience

Position: Assistant Manager (Airlines Operations) - Airlines Experience - Mandatory

Department

About IGT Solutions

Travel, Transportation, and Hospitality

diverse, inclusive, and harassment-free workplace

Roles and Responsibilities

• Lead and manage a team of

  1520 members

  in an international process (German language support).
• Drive

  performance management

  : Monitor team productivity, quality, shrinkage, and attrition.
• Provide

  floor support

  and manage escalations efficiently.
• Identify t

  raining 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

  German and 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.
• 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

  (Gurgaon).

Perks and Benefits

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