Operations Manager

We are seeking a seasoned Operations Manager to lead and optimize customer service operations. The ideal candidate will have deep experience in managing high-volume customer interactions, driving service excellence, and leading teams in a dynamic travel environment. Familiarity with travel booking systems and GDS platforms (e.g., Amadeus, Sabre) is highly desirable.

🛠️ Key Responsibilities:

• Oversee daily operations of the customer service, ensuring timely and effective resolution of customer queries.
• Lead, coach, and develop a team of supervisors, agents, and support staff to meet performance targets.
• Monitor service levels, call quality, and customer satisfaction metrics; implement corrective actions as needed.
• Collaborate with IT and product teams to ensure smooth functioning of booking systems and GDS tools.
• Manage workforce planning, shift scheduling, and resource allocation to optimize coverage.
• Handle escalations and complex customer issues with professionalism and empathy.
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
• Ensure compliance with travel industry regulations, data protection standards, and internal policies.
• Prepare and present performance reports to senior management.

🧑 💼 Qualifications:

• Bachelor’s degree in any.
• 7+ years of experience in contact centre operations, in the travel or airline industry.
• Proven leadership experience managing large teams in a customer service environment.
• Familiarity with GDS platforms (Amadeus, Sabre, Galileo) and travel booking systems.
• Strong analytical, communication, and conflict-resolution skills.
• Ability to thrive in a fast-paced, customer-centric environment.

💻 Preferred Skills:

• Certification in GDS systems or travel technology platforms.
• Multilingual capabilities are a plus.
• Strong team handling skills

🚀 What We Offer:

• A collaborative and energetic work culture.
• Opportunities for growth in the global travel industry.
• Competitive compensation and benefits.