Senior Operations Manager

Job Opportunity: Senior Manager - Operations at IGT Solutions

Location:

Senior

Key Responsibilities:

• Take ownership and responsibility for the

  P&L

  and overall

  Operations Management

  of 500+ FTE International Voice Customer Service Operations.
• Lead and drive both

  strategic

  and

  tactical operational direction

  for the operations team to achieve business goals.
• Interact closely with

  client stakeholders

  and internal leadership to ensure customer satisfaction and business success.
• Ensure all key performance metrics are met, including

  Staffing Adherence

  ,

  Schedule Adherence

  ,

  Customer Experience

  scores, and more.
• Lead

  cross-functional teams

  , including

  Voice

  ,

  Back Office

  ,

  WFM

  ,

  Training

  ,

  Quality

  , and more.
• Conduct

  weekly, monthly, and quarterly business reviews

  to monitor performance and implement changes as needed.
• Collaborate with teams such as

  Sales

  ,

  Account Management

  , and

  Presales

  to expand business opportunities.
• Drive

  continuous improvements

  to enhance quality,

  CSAT

  , and business operations.

Required Qualifications & Skills:

• 12-15 years

  of experience in

  BPO Operations

  at a leadership level, with a preference for

  Travel Operations

  experience.

• Deep knowledge

  of the

  sales and hotel

  , BPO competition, and industry trends.

• Graduation

  in any discipline.

• Lean

  or

  Six Sigma Green Belt/Black Belt

  certification (preferred).
• Proven ability to manage large teams, foster a team-oriented environment, and inspire leadership.
• Strong experience in

  data analysis

  ,

  statistical process control

  , and

  problem-solving

  .

• Minimum 2 years

  of experience in a

  Senior Manager Operations

  role, managing

  International sales and hotel

  accounts in

  Voice/Back Office Operations

  .
• Excellent

  communication

  (written and verbal) and

  interpersonal

  skills.
• Ability to collaborate with internal stakeholders and manage

  client relationships

  effectively.

Personal Qualities:

• Motivated, innovative, and able to foresee market conditions.
• Strong people management and leadership skills with a collaborative approach.
• Confidence, flexibility, and resilience in a fast-paced, ever-changing environment.
• Integrity, commitment to delivering results, and a blend of a

  sales mindset

In case interested, please share your resume on - Swapnil- 7042379178

At IGT Solutions, we are committed to equal employment opportunities for all individuals, regardless of age, gender, race, religion, or any other factor. We promote an environment free from discrimination and harassment.