Head of Operations

IGT Solutions is looking for a  Head Operations - Travel Domain  to lead multiple client business operations in a Global Digital BPM Contact Center services environment. The position reports directly into a  GM / VP Global Operations  and has a leadership span of 500-1000 FTEs across multiple business accounts. The position is responsible for the overall P&L and Operations Management of 500+ FTE International Voice Customer Service Operations.

The role will have direct ownership and accountability of strategic and tactical operational direction to the operations team in order to achieve desired business goals and to ensure customer delight through close interaction with the client stakeholders and internal leadership.

Knowledge, Skills and Essential

Experience:

15-20 years of experience in BPO Operations at a leadership level, Travel Operations Preferred
Should have deep knowledge and understanding of the Travel market, Competition & Market trends in BPO
Graduation in any discipline
Lean, Six sigma Green Belt / black belt trained / certified (preferred)
Proven ability to build, manage and foster a team-oriented environment.
Have an ability to understand Staffing adherence and Schedule Adherence
Proven ability to work creatively and analytically in a problem-solving environment.
Deep desire and passion to work in service/Sales environment.
Excellent communication (written and verbal) and interpersonal skills.
Min. 2 Yrs. of experience in a Senior Manager Operations role, managing International Travel preferred account for Voice / Back office Ops

Primary

Job Responsibilities:

Proven experience in operational process management, change management and administrative leadership roles
In depth knowledge of diverse business functions & operations best practices (Voice, Chat, Email, Back office, WFM, Training, Quality, Resourcing, Customer Service, Sales etc.)
Provide additional support for achieving key performance and productivity goals.
Experience and hands-on data analysis and statistical process control, as well as providing direction and leadership to cross functional teams is a must.
Responsible for a wide spectrum of Operations and P&L responsibilities, must be able to multi task across multiple business operations with proficiency.
Prepare and conduct effective and timely weekly, monthly & Quarterly Business Reviews
Responsible for all aspects of operations which include but not limited to meeting key performance metrics, managing staffing, provide and maintain excellent customer experiences scores, ensure effective coverage and training of operations staff; deliver excellent client services, and meet desired business KPIs
Work closely with Internal controls and finance teams to develop and maintain annual budget and monthly / quarterly P&L forecasts
Drive Continuous improvements and innovations to enhance quality, CSAT
Optimizing spend for LOBs, prepare medium-term plan, annual budgets and activity plan consistent with the agreed strategies with Unit and organizational goa
Collaborate with Sales/Account Management/ Presales teams to grow the business & coordinate for customer site visits
End to end client Management including reviews with client, value addition to the client and proactive communication to internal and external clients
Positioning IGT Solutions & Services as a major player in the customer services segment to become a partner of choice for related companies in BPO services
Meet & Exceed all BPO metrics like AHT, Staffing Adherence, Abandoned Occupancy for Voice Business.
Personal Style Enablers:
Ability to motivate and inspire teams
Innovative and able to foresee market conditions
Excellent people manager, open to direction and a collaborative work style and commitment to get the job done
Persuasive with details and facts
Confident, flexible with the ability to work in a fast paced and changing environment
Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise.
Extrovert with a blend of sales mind set
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

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