Operations Manager (Call Center/BPO)

IGT Solutions (IGT) is a leading BPM, Technology and Digital Services and Solutions Company committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain.

Knowledge, Skills, Abilities
· Fluent in English language (C1 level speaking and writing)
· Experience in customer service support for the airlines/tourism industries is a strong advantage
· Self-starter, independent and customer focused
· Strong people motivator, leader and developer, experienced in coordinating multi-cultural teams
· University graduate
· Good analytical, communication, leadership, team handling and presentation skills
· Minimum 2 years experience in a similar role, managing 70+ players teams is mandatory
· Knowledge of budgeting, good control of metrics and processes enabling effective team planning and execution on multiple projects environment
· Highly organized, able to prioritize and work effectively on several ventures simultaneously
· Solution oriented, able to find effective ways for helping your team overcome challenges
· Excellent written and verbal English knowledge is also a must

As an Operations Manager you will lead a BPO contact center team in delivering exceptional customer service on voice and e-channels support (email, chat, social-media) while successfully promoting IGT Solutions. You possess proven customer service and contact center operations skills, strong communication, and above all, a desire to help others.

Main Job Responsibilities
· Manage a contact center team of 80-100 team players and counterparts
· Ensure the team constantly meets or exceeds contractual Timelines and Service Level Agreements
· Leading presence in client relationship, meetings and reviews
· Quality/AHT/CSAT metrics management – ensure timely download and deployment of process updates and, or product guidelines
· Manage team planning, attrition and plan career mapping for agents
· Manage daily operations to ensure smooth service delivery, including coordination with key support functions
· Build and maintain successful partnerships with internal and external stakeholders, including clients
· Ongoing liaison with commercial and senior management teams on billing, SLAs, terms and conditions
· Provide feedback, support and guidelines to the team for improved play
· Lead and coach the Team Leads, SMEs on process knowledge and team management

We Offer
· Competitive salary package
· Career growth opportunities within an international growing organization