Assistant Manager Operations - German Language

Position

About IGT Solutions

IGT Solutions Pvt. Ltd. is a leading provider of IT and BPM services, specializing in the Travel, Transportation, and Hospitality industries. With 15 global delivery centers and over 10,000 professionals, we deliver a wide array of services including Application Development, Contact Center Solutions, Analytics, and Quality Assurance.
Our clientele includes world-renowned airlines, OTAs, cruise lines, hotel chains, and railway operators. IGT is committed to building a diverse, inclusive, and respectful workplace for all employees.

Role Overview

Assistant Manager – Operations (German Language Expert)

Key Responsibilities

• Supervise and lead an operations team of 15–20 agents handling German language support.
  
• Drive operational KPIs including productivity, quality, attendance, AHT (Average Handling Time), shrinkage, and attrition.
  
• Manage escalations effectively and ensure swift resolution to maintain high customer satisfaction.
  
• Conduct regular coaching, performance evaluations, and one-on-one reviews to enhance team capability.
  
• Identify training needs and bridge performance gaps through structured development plans.
  
• Ensure team alignment to SLA targets and individual contributor goals.
  
• Analyze process gaps and drive continuous improvements to boost CSAT and overall efficiency.
  
• Prepare and present regular performance reports using MS Excel and internal reporting tools.
  
• Foster a culture of accountability, discipline, and collaboration within the team.
  
• Work in coordination with cross-functional departments to streamline operations and drive results.
  

Candidate Profile

• Minimum 7+ years of experience in Operations within a BPO/International process environment.
  
• Prior experience in a team handling/supervisory/AM role is required.
  
• Strong command of German and English – both written and verbal communication.
  
• Demonstrated ability in team management, coaching, and performance development.
  
• Proficient in MS Excel and reporting tools.
  
• Strong problem-solving, decision-making, and interpersonal skills.
  
• Flexible to work in a 24x7 rotational shift environment.
  
• Organized, process-driven, and proactive in approach.
  
• Willingness to work from our Gurgaon office.

• Must be B2 OR C1 certified
  

Perks and Benefits

• 5-day work week
  
• Dynamic, multicultural work environment
  
• Inclusive and empowering company culture
  
• Continuous learning and development opportunities
  
• Fast-track career progression for high performers
  

Equal Opportunity Statement

IGT Solutions is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of age, gender identity, orientation, race, nationality, or disability.