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Mid-senior metro contact-center ops role with common skillset and moderate employer brand yields medium competition.
Role requires BPO/contact-centre and travel-specific experience, limiting transferability across industries.
Explicit 8-9 years and mandatory BPO/contact-center managerial experience make shortlisting highly strict.
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Lead and mentor a team of managers and team leads to ensure daily operations meet performance targets and quality standards.
Monitor, review, and report on team performance data; organize regular performance reviews and meetings to address gaps and escalate issues to VP.
Understand end-to-end workflows and KPIs, manage escalations beyond team leads, and contribute to process improvements and automation initiatives.
8-9 years of team management experience, with mandatory Senior Manager experience in BPO, including both outsourcing and captive environments.
Preferred educational background: Graduation or Master’s in Tourism, Business Administration, or related field (extra qualifications beneficial).
Mandatory leadership and communication skills with analytical, multitasking, and time management capabilities.
Knowledge of Amadeus, Sabre, Galileo (GDS) is an added advantage; work location specified as Pune.
Experienced in managing large customer service or contact center teams within a BPO context with proven leadership at senior management level.
Data-driven and skilled in performance analytics, adept at managing escalations and aligning managers with workforce management and contractual KPIs.
Capable of strategic operational oversight, process optimization, and comfortable participating in cross-functional meetings and hiring panels.