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Metro location and common operations manager title increase candidate competition.
Contact-center BPO expertise and GDS preference make transferability moderate across industries.
Explicit 8–9 years and mandatory BPO senior-manager experience make shortlisting strict.
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Lead and support managers in daily operations, setting clear expectations and monitoring team performance using data.
Organize and conduct regular performance reviews, meetings across management levels, and escalate key issues and risks to VP.
Drive process improvements, manage escalations beyond leads' control, and ensure alignment with KPI and contractual expectations for B2B services.
8-9 years overall experience in team management role, with mandatory senior manager experience in BPO including outsourcing and captive environments.
Preferred degree: Graduation or Master’s in Tourism, Business Administration, or related field; extra qualifications are a plus.
Leadership and communication skills with analytical, multitasking, and time management capabilities.
Knowledge of Amadeus, Sabre, Galileo (GDS systems) is a plus.
Experienced in managing large teams within BPO contact center environments, comfortable with both outsourcing and captive models.
Strong operational and data-driven orientation with ability to mentor managers and lead performance improvements.
Capable of handling complex workflows, escalations, and cross-departmental communication aligned with contractual KPIs and service level agreements.