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Description
Job Title: Manager Operations (International Airline Operations) Position: Manager Operations Location: Gurgaon Employment Type: Permanent Job Type: Full-time Profile Summary: IGT Solutions is seeking a Manager Airline Operations to lead business operations in a Contact Centre services environment . The role involves providing strategic and tactical operational direction to ensure smooth operations, drive business growth, and enhance customer satisfaction through effective leadership and collaboration with stakeholders. Key Responsibilities: Operational & Performance Management: Oversee daily BPO operations , ensuring adherence to SLAs for timeliness, quality, and customer satisfaction . Act as the liaison between the client and company to maintain operational excellence and strengthen client relationships. Identify opportunities for process improvement and automation to enhance efficiency. Develop and implement strategies to improve key performance metrics (AHT, CSAT, Quality). Manage attrition and employee engagement to foster a productive work environment. Set performance targets for Assistant Managers, Team Leaders, Quality Analysts, and Agents. Client & Stakeholder Management: Build and maintain strong business relationships with clients through regular interactions. Conduct performance reviews and business presentations for both clients and internal leadership . Ensure smooth coordination of site calibrations to maintain process stability and knowledge clarity . Provide status reports on team performance and recommend action plans for improvement. Leadership & People Management: Lead, mentor, and develop Assistant Managers and Team Leaders to enhance leadership capabilities. Drive team motivation and performance management through structured coaching and feedback . Ensure continuous learning and development initiatives for career growth. Foster a collaborative and people-friendly culture to boost employee retention. Business & Financial Management: Monitor and enhance profitability by managing resources effectively and improving cost efficiency. Provide statistical insights and trend analysis to identify performance gaps and drive improvements. Oversee P&L management to ensure operational efficiency and cost optimization. Required Skills & Qualifications: Experience: 9+ years in Customer Operations, Contact Center/BPO Operations (preferably in Travel/Airline sector). Leadership: Minimum 2 years in a managerial role , with proven experience in team development and performance management . Analytical & Problem-Solving Skills: Strong ability to interpret data, identify trends, and implement corrective actions . Workforce & Schedule Adherence: Experience in staffing management and workforce optimization . Client Engagement: Strong stakeholder management and ability to interface with senior leadership and clients . Communication: Excellent written and verbal communication skills . Process Improvement: Ability to identify, implement, and track process enhancements for continuous growth. P&L Management: Exposure to budgeting, cost control, and profitability analysis (preferred). Personal Attributes: Strong leadership with the ability to inspire and motivate teams . Adaptability & Innovation: Ability to anticipate market trends and implement strategic changes. Resilience & Agility: Comfortable working in a fast-paced, evolving environment . Integrity & Accountability: Takes responsibility and delivers on commitments. Persuasive & Sales-Oriented Mindset: Ability to influence and drive performance. Equal Employment Opportunity: We are committed to diversity, inclusion, and a bias-free work environment . All employment decisions are based on qualifications, merit, and business needs , without discrimination based on age, gender, race, nationality, disability, or any other protected status. Contact Person: Nidhi Rastogi 8630322833 nidhi.rastogi@igtsolutions.com
