Job Description
IGT Solution's hiring for Sr. Service Delivery Manager-Operations for International Voice OTA Process.
Interested candidate's are requested to please provide an updated resume at sw**********n@ig*********s.com
Mau please find the below Job Specifications for your reference :-
Job Location- Gurgaon
No. of requirements- 1
Employment Type- permanent
Job Specification-
- Must be from Travel- OTA Background
- Liaison between Client and the company to build and maintain smooth operations delivery and expanding relationship with the client.
- Manage all resources and operations on daily basis to ensure timeliness adherence to SLAs to the mutual satisfaction of the client and the company.
- Responsible for opportunity identification.
- Devise solutions and strategies for improving performance & critical metrics like Conversion/CSAT
- Manage attrition by creating a people friendly environment
- Setting Targets for Performance for all levels of (Assistant Managers, Team Leaders, Quality & Agents level).
- Designing and presenting all Performance Reviews to the client and the company Leadership Team.
- Responsible for profitability of the current program.
- Responsible for organizing various processes related site calibrations to ensure stability and clarity on product among all sites.
- Appraisals of reporting Assistant Managers/Team leaders and subject matter experts on a timely basis.
- Fostering a business-oriented relationship through regular interactions and ongoing communication.
- Providing frequent status reports on team performance including plans for improvement.
- Ensuring people development and profit enhancement.
- Provide statistical performance trends and plans of execution to maintain strong areas and build on opportunities.
- Track and analyze performance to identify gaps and implement corrective action when required.
Required Candidate profile-
- Proven ability to build, manage and foster a team-oriented environment.
- Have an ability to understand Staffing adherence and Schedule Adherence
- Proven ability to work creatively and analytically in a problem-solving environment.
- Desire to work in service/Sales environment.
- Excellent communication (written and verbal) and interpersonal skills.
- Excellent leadership and management skills.
- Client engagement and interface exposure a must.
- Exposure to P&L management an added advantage.
- Min. 2-4 Yrs. of experience in managerial role
- Graduate
Perks and Benefits-
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds
Job Classification
Industry: BPO / Call Centre
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Operations
Role: Operations
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any Specialization
Post Graduation: Post Graduation Not Required
Doctorate: Doctorate Not Required, Any Doctorate in Any Specialization
Contact Details:
Company: IGT Solutions Private Limited
Address: Infotech Centre, 14/2, Old Delhi Gurgaon Road, Dundahera, GURGAON, Haryana, India
Location(s): Delhi, NCR
Keyskills:
Team Management
Travel
Contact Center Operations
Flight
Service Delivery Management
P&L
OTA
International Ticketing