Manager - Vendor Governance - Airline BPO @ Aryaa International

Job Description

Monitor and guide team of Associate Manager to ensure that Vendor Performance parameters are met, Governing Manpower planning & resource allocation to cater peak and lean seasons of business, Adherence to service & quality benchmarks to provide world-class experience for customers. Manage. performance parameters of the Voice team (AHT, ASA, shrinkage etc.) and take corrective actions wherever required, Data analysis to identify improvement opportunity in the process, Run process improvement initiatives and drive efficiency. Own CSAT /NPS metrics for Voice, oversaw a 24/7 outsource voice centre and demonstrated flexibility to meet various business demands, including the readiness to provide operational support during evenings or weekends as necessary to meet business requirements, work closely with Vendor leadership to bridge any gaps, Work closely with teams across Airline and ensure smooth coordination. Excellent thought process in terms of real-life problem solving Strong academic and professional credentials with a proven track record or outstanding achievements. Qualifications Bachelor's degree from a recognized university. Minimum 14 years of experience in Travel BPO operations / Airline /OTA Operations in which 10 years of experience in handling and service delivery. Strong knowledge of vendor governance framework, contract management, and internal audit processes Ability to understand and analyze legal contracts and documents Strong communication and interpersonal skills Excellent problem-solving skills and attention to detail

Employement Category:

Employement Type: Full time
Industry: Aviation / Airline
Role Category: Cabin Crew
Functional Area: Not Applicable
Role/Responsibilies: Manager - Vendor Governance - Airline BPO

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Keyskills:   Vendor Management Compliance Manpower Planning Resource Allocation Service Quality Data Analysis Process Improvement CSAT Coordination Problem Solving Contract Management Internal Audit Communication Interpersonal Skills Governance Framework NPS Metrics Vendor Leadership