Operations Manager

Job Opportunity: Manager Operations- Travel Experience Mandate. Location:

Gurgaon IGT Solutions is seeking a highly skilled and experienced

Manager Operations

to oversee and lead multiple client business operations in our Global Digital BPM Contact Center Services environment. As a key member of our leadership team, you will report directly to the

GM/VP Global Operations

and manage a large team of 500-1000 FTEs across multiple business accounts.

Key Responsibilities: Take ownership and responsibility for the

P&L

and overall

Operations Management

of 500+ FTE International Voice Customer Service Operations. Lead and drive both

strategic

and

tactical operational direction

for the operations team to achieve business goals. Interact closely with

client stakeholders

and internal leadership to ensure customer satisfaction and business success. Ensure all key performance metrics are met, including

Staffing Adherence ,

Schedule Adherence ,

Customer Experience

scores, and more. Lead

cross-functional teams , including

Voice ,

Back Office ,

WFM ,

Training ,

Quality , and more. Conduct

weekly, monthly, and quarterly business reviews

to monitor performance and implement changes as needed. Collaborate with teams such as

Account Management , to expand business opportunities. Drive

continuous improvements

to enhance quality,

CSAT , and business operations. Required Qualifications & Skills: 14-20 years

of experience in

BPO Operations

at a leadership level, with a preference for

Travel Operations

experience. Deep knowledge

of the

Travel market , BPO competition, and industry trends. Graduation

in any discipline. Lean

or

Six Sigma Green Belt/Black Belt

certification (preferred). Proven ability to manage large teams, foster a team-oriented environment, and inspire leadership. Strong experience in

data analysis ,

statistical process control , and

problem-solving . Minimum 1 years

of experience in a

Manager Operations

role, managing

International Travel

accounts in

Voice/Back Office Operations . Excellent

communication

(written and verbal) and

interpersonal

skills. Ability to collaborate with internal stakeholders and manage

client relationships

effectively. Personal Qualities: Motivated, innovative, and able to foresee market conditions. Strong people management and leadership skills with a collaborative approach. Confidence, flexibility, and resilience in a fast-paced, ever-changing environment. Integrity, commitment to delivering results, and a blend

In case interested, please share your resume on - 7042379178- Swapnil

At IGT Solutions, we are committed to equal employment opportunities for all individuals, regardless of age, gender, race, religion, or any other factor. We promote an environment free from discrimination and harassment.