Description

You will lead operational teams within a BPO/BPM setting, focusing on service delivery and performance management.

Responsibilities

• Coach and support team members to meet individual and collective performance goals through continuous feedback and formal appraisals.
• Manage employee disciplinary actions, including verbal warnings and formal documentation.
• Act as the primary escalation point for complex procedural and technical issues.
• Collaborate with the compliance department to investigate complaints and rectify operational errors.
• Ensure all operations adhere to benefit management programs and established operational standards.

Required Skills

• 5+ years of experience in operations management.
• Proven experience in BPO/BPM environments, specifically within the travel industry.
• Hands-on experience with Global Distribution Systems (GDS).
• Ability to manage multiple projects and meet deadlines independently.
• Experience in performance monitoring and formal staff development.
• Strong communication skills for managing both employee and customer inquiries.
• Any Graduate degree.

Key Skills

Education

Any Graduate