Operations Manager

Job Opportunity:
Senior Manager/ Manager Operations
- Travel Domain Mandate.

Location:

Gurgaon

IGT Solutions is seeking a highly skilled and experienced Senior Manager /Manager Operations to oversee and lead multiple client business operations in our Global Digital BPM Contact Center Services environment. As a key member of our leadership team, you will report directly to the GM/VP Global Operations and manage a large team of 500-1000 FTEs across multiple business accounts.

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 Account Management, to expand business opportunities.
- Drive continuous improvements to enhance quality, CSAT, and business operations.

Required

Qualifications & Skills:

- 14-20 years of experience in BPO Operations at a leadership level, with a preference for Travel Operations experience.
- Deep knowledge of the Travel market, 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 Manager Operations role, managing International Travel 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.
- Should have experienced in managing Travel Domain.

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

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- 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.