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Senior Service Delivery Manager- Travel OTA @ IGT Solutions

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 Senior Service Delivery Manager- Travel OTA

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

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Keyskills:   Team Management Travel Contact Center Operations Flight Service Delivery Management P&L OTA International Ticketing

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IGT Solutions

IGT Solutions (IGT) is a leading BPM, Technology and Digital Services and Solutions Company committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain.Established in 1998, with 100% focused on the Travel indus...