Manager / Senior Manager Operations

Manager / Senior Manager – Airlines (Operations)

About IGT Solutions

IGT Solutions Pvt. Ltd. is a leading IT and BPM services provider focused on delivering innovation and business excellence across the Travel, Transportation, and Hospitality domain. With over 10,000+ travel industry professionals and 15 global delivery centers , IGT offers IT-BPM services like Application Development, Contact Center Services, Analytics, Testing, and more.

We serve top-tier clients including airlines, OTAs, cruise liners, railways, and hotel chains globally. IGT is committed to fostering a diverse, inclusive, and harassment-free workplace for all employees.

Roles and Responsibilities

• Lead and manage a team of 15–20 members in an international process.
• Drive performance management : Monitor team productivity, quality, shrinkage, and attrition.
• Provide floor support and manage escalations efficiently.
• Identify training needs (TNI) and address performance / process gaps through coaching and development.
• Conduct weekly coaching and performance reviews .
• Maintain AHT (Average Handling Time) within defined targets across tenure groups.
• Support team in achieving IC (Individual Contributor) targets and ensure alignment to KPIs.
• Contribute to CSAT improvements through process reviews and actionable insights.
• Maintain team discipline and foster a positive work environment.
• Strong communication skills in English (written and verbal) are essential.
• Use MS Excel and internal tools for reporting and analysis.

Candidate Profile

Perks and Benefits

Equal Opportunity Employer

IGT Solutions is committed to creating a diverse and inclusive work environment. All qualified applicants will receive consideration without regard to age, gender, identity, orientation, race, nationality, or disability.