Job Title: Operations Manager
Industry: Aviation
Location: Gurugram
Minimum Qualification: Graduate (MBA preferred)
Experience
- Minimum: 8 years+ in chat/emails/voice/messaging
- Overall 14-15 years in Travel BPO operations/Airline/OTA Operations (mandatory)
- GDS Amadeus experience is must
Roles And Responsibilities
- Overall governance and service delivery of the Chat team.
- Stakeholder management for day-to-day operations.
- Act as the first point of contact for any inter-department coordination.
- Monitor and guide a team of Associate Managers to ensure productivity parameters are met.
- Manpower planning and resource allocation for peak and lean seasons of business.
- Adherence to service and quality benchmarks to provide a world-class experience for customers.
- Manage performance parameters of the Chat team (AHT, FRT, attrition, shrinkage, etc.) and take corrective actions where necessary.
- Data analysis to identify improvement opportunities in the process.
- Run process improvement initiatives and drive efficiency.
- Own CSAT/NPS metrics for Chat.
- Oversee a 24/7 chat centre and demonstrate flexibility to meet various business demands, including the readiness to provide operational support during evenings or weekends as necessary to meet business requirements.
Skills Required
- People Management
- Operations Management
- Service Delivery
- Customer Experience
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