Operations Manager [15h Left]

We are seeking a seasoned Operations Manager to lead and optimize customer service operations. The ideal candidate will have deep experience in managing high-volume customer interactions, driving service excellence, and leading teams in a dynamic travel environment. Familiarity with travel booking systems and GDS platforms (e.g., Amadeus, Sabre) is highly desirable.

️ Key Responsibilities :

• Oversee daily operations of the customer service, ensuring timely and effective resolution of customer queries.
• Lead, coach, and develop a team of supervisors, agents, and support staff to meet performance targets.
• Monitor service levels, call quality, and customer satisfaction metrics; implement corrective actions as needed.
• Collaborate with IT and product teams to ensure smooth functioning of booking systems and GDS tools.
• Manage workforce planning, shift scheduling, and resource allocation to optimize coverage.
• Handle escalations and complex customer issues with professionalism and empathy.
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
• Ensure compliance with travel industry regulations, data protection standards, and internal policies.
• Prepare and present performance reports to senior management.

Qualifications :

Preferred Skills :

What We Offer :