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▷ Urgent : Operations Manager

▷ Urgent : Operations Manager

TPIndia
14 hours ago
Job description

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 :

  • Bachelor’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.

    • Preferred Skills :

  • Certification in GDS systems or travel technology platforms.
  • Multilingual capabilities are a plus.
  • Strong team handling skills

    • What We Offer :

  • A collaborative and energetic work culture.
  • Opportunities for growth in the global travel industry.
  • Competitive compensation and benefits.
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    Operation Manager • India