Operations Manager

Job Opportunity:
Manager Operations
- Travel Experience Mandate.

Location:

Gurgaon
IGT Solutions is seeking a highly skilled and experienced  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 1 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.
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

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

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.