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Operations Manager (Apply in 3 Minutes)
TPThane, Maharashtra, India1 day ago
Job descriptionBachelor’s degree in any. 7+ years of experience in contact centre operations, in the travel or airline industry. Proven leadership experience managing large teams in a customer service environment. Familiarity with GDS platforms (Amadeus, Sabre, Galileo) and travel booking systems. Strong analytical, communication, and conflict-resolution skills. Ability to thrive in a fast-paced, customer-centric environment. Certification in GDS systems or travel technology platforms. Multilingual capabilities are a plus. Strong team handling skills A collaborative and energetic work culture. Opportunities for growth in the global travel industry. Competitive compensation and benefits.
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 :
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Operation Manager • Thane, Maharashtra, India
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