Assistant Manager Operations - Airlines Experience

Position : Assistant Manager – (Operations)

Department : Operations (International Process)

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 (Airlines 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

German and English

(written and verbal) are essential.

Use

MS Excel and internal tools

for reporting and analysis.

Candidate Profile

Experience in handling

international voice or non-voice processes , preferably in a

BPO environment .

Prior experience in

team handling

or

supervisory roles

is preferred.

Strong

people management and coaching

skills.

Excellent

German language proficiency

is mandatory.

Strong interpersonal, communication, and problem-solving skills.

Flexible to work in

24x7 rotational shifts .

Organized, proactive, and methodical in approach.

Must be willing to work

from office

(Bangalore).

Perks and Benefits

5-day work week

Dynamic and multicultural work environment

Inclusive and supportive company culture

Opportunities for growth and skill development