Operations Manager

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.