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Manager Operations||Airline Experience Mandate

Manager Operations||Airline Experience Mandate

ConfidentialGurgaon / Gurugram
4 days ago
Job description

Key Deliverables :

  • Oversee and manage the P&L for 500+ FTE International Voice Customer Service Operations.
  • Lead and drive strategic and tactical operational directions to achieve business objectives.
  • Ensure adherence to key performance metrics such as Staffing Adherence, Schedule Adherence, and Customer Experience scores.
  • Conduct regular business reviews to monitor performance and implement operational improvements.

Role Responsibilities :

  • Manage large teams across multiple business accounts, ensuring operational goals are met.
  • Collaborate with client stakeholders and internal leadership to maintain customer satisfaction.
  • Drive continuous improvements in operations, enhancing quality and customer satisfaction.
  • Lead cross-functional teams across Voice, Back Office, WFM, Training, and Quality.

    • Skills Required

    Airlines, Travel, Operations, Attrition, AHT

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