General Manager - Travel Operations - BPO

Job Responsibilities:

OPERATIONAL :

Ensures Service Level Agreements (SLAs) for the process are met as agreed upon with the client

- Reviews and analyzes performance reports against targets on a weekly/monthly basis with Operations managers/Team Managers and with client to investigate causes for performance deviations.

- Performs trend analysis on MIS/ data and identifies deficiencies (tools, metrics and reports) and recommends solutions.

- Monitors compliance adherence through timely audits, generating awareness on the floor etc.

- Develops strategic & tactical plans to identify, analyze and effectively respond to client needs, emerging trends and best practices.

- Ensures process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures such as disaster recovery, 3rd Party SLAs etc.

TEAM RELATED:

- Manages performance of individual Ops/team managers through performance management, career planning strategies and sharing of best practices, therefore managing performance of the entire process.

- Responsible for attrition management and arranging for backfills on a timely basis.

- Conducts skip level meetings at regular intervals to address concerns, if any.

- Responsible for staff performance, compensation and rewards & recognition programs.

CLIENT SPECIFIC / ORIENTED :

- Manages client / internal review calls and handles escalations

- Manages Client expectations and ensures Client satisfaction.

Desired Profile :

Graduate/PG from a recognized Institute or University in any discipline.

12-18 years with Minimum 7+ years of work experience in BPO/Call Centre in Voice Operation and 3+ Years in Travel Vertical, Should have managed span of 150+ FTEs

Ability to handle large operations.

Demonstrated team/client handling skills in the past.