Team Manager; BPO

Position: Team Manager (BPO)
Location: Panjim

About the Company

Open Destinations Limited is a leading services and technology provider exclusive to the travel industry, with more than 25 years' real-world experience. Our team consists of have 700+ travel professionals who work 24X7 with 100+ customers globally to support and scale travel businesses.

About the Role
A multifaceted role that involves leading, managing, guiding, and overseeing both people and processes. Handles the client and ensures that their expectations are met.

Responsibilities

Oversee the day-to-day operations of their team, ensuring that work is completed on time.
Track and evaluate the performance of the team members.
Implements quality control procedures and conducts regular audits to ensure compliance.
Managing team performance by setting expectations and measuring performance outcomes concerning these expectations.
Identify process bottlenecks and opportunities, set objectives, establish KPIs, and monitor performance.
Handle conflict resolution and ensure a positive and productive work environment.
Primary contact for clients, building strong relationships and handling client issues.
Fostering an environment that will encourage professional and personal growth and the transfer of knowledge to future talent.

Required Skills
Minimum 3 years of experience in leading operations team in an outsourcing business.
Must have excellent written and verbal communication skills (English).
Must have the ability to face the client.
Must be confident enough to handle project transition.
Ability to identify process gaps and find innovative solutions.
Must have proven feedback and coaching skills.
Would prefer having knowledge of contracts from various destinations worldwide.

Preferred Skills
Experience and understanding of travel or tour operator business.

Qualifications
Bachelor's degree in any field. Master's degree is a plus.