Job
Description
As a Manager - Operations with IGT Solutions, you will oversee multiple client business operations in the Global Digital BPM Contact Center Services environment, specifically focusing on international Voice Customer Service operations with 500-1000 FTEs. Reporting directly to the GM/VP of Global Operations, you will be responsible for managing the P&L and overall operations for international customer service accounts. Your role will involve strategic and tactical operational direction, client interaction, and internal leadership coordination. Key Responsibilities: - Lead and manage operational processes, change management, and administrative functions across various business functions such as Voice, Chat, Email, Back office, WFM, and Quality. - Achieve key performance and productivity goals while maintaining a strong focus on customer satisfaction. - Manage staffing adherence, scheduling, and operational metrics effectively. - Own and oversee annual budgets and P&L forecasts in collaboration with finance teams. - Drive continuous improvement and innovation to enhance quality, CSAT, and operational efficiency. - Collaborate closely with Sales/Account Management/Presales teams to drive business growth. - Regularly engage with clients, provide proactive communication, and deliver value to foster long-term partnerships. - Mentor and manage teams to ensure alignment with company goals and a commitment to performance excellence. Desired Qualifications and Experience: - 10+ years of leadership experience in BPO operations, preferably in travel operations. - Strong understanding of the travel market, competition, and market trends in BPO. - Proven track record in building and managing high-performing teams. - Lean Six Sigma Green/Black Belt certification is preferred. - Excellent communication skills (written and verbal) and strong interpersonal abilities. - Minimum of 2 years of experience in a Manager Operations role, with international travel and Voice/Back office ops experience. Personal Attributes: - A motivated leader with a dedication to service excellence and sales. - Ability to think creatively and analytically to solve problems effectively. - Comfortable working in a fast-paced, dynamic environment. - Strong interpersonal and people management skills with a focus on fostering team collaboration. At IGT Solutions, we are dedicated to creating an inclusive work environment that offers equal employment opportunities to all qualified individuals. We are committed to promoting a workplace that is free from discrimination and bias, where diversity is embraced, and every team member is respected and valued. If this role aligns with your career aspirations, or if you know someone who would be a great fit, we encourage you to reach out to us! CTC - till 12-13LPA As a Manager - Operations with IGT Solutions, you will oversee multiple client business operations in the Global Digital BPM Contact Center Services environment, specifically focusing on international Voice Customer Service operations with 500-1000 FTEs. Reporting directly to the GM/VP of Global Operations, you will be responsible for managing the P&L and overall operations for international customer service accounts. Your role will involve strategic and tactical operational direction, client interaction, and internal leadership coordination. Key Responsibilities: - Lead and manage operational processes, change management, and administrative functions across various business functions such as Voice, Chat, Email, Back office, WFM, and Quality. - Achieve key performance and productivity goals while maintaining a strong focus on customer satisfaction. - Manage staffing adherence, scheduling, and operational metrics effectively. - Own and oversee annual budgets and P&L forecasts in collaboration with finance teams. - Drive continuous improvement and innovation to enhance quality, CSAT, and operational efficiency. - Collaborate closely with Sales/Account Management/Presales teams to drive business growth. - Regularly engage with clients, provide proactive communication, and deliver value to foster long-term partnerships. - Mentor and manage teams to ensure alignment with company goals and a commitment to performance excellence. Desired Qualifications and Experience: - 10+ years of leadership experience in BPO operations, preferably in travel operations. - Strong understanding of the travel market, competition, and market trends in BPO. - Proven track record in building and managing high-performing teams. - Lean Six Sigma Green/Black Belt certification is preferred. - Excellent communication skills (written and verbal) and strong interpersonal abilities. - Minimum of 2 years of experience in a Manager Operations role, with international travel and Voice/Back office ops experience. Personal Attributes: - A motivated leader with a dedication to service excellence and sales. - Ability to think creatively and analytically to solve problems effectively. - Co
