Operations Manager (Travel Process)

Position: Operations Manager (Airline or Travel Account)

24/7 hour

BPO Operations Manager – Airline / Aviation

Capetown

About Us: IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing end-to-end CX journeys across Travel and High Growth Tech industries. We are committed to providing exceptional customer service.

As an Operations Manager, you will lead an Aviation BPO contact center team in delivering exceptional customer service on voice and e-channels support (email, chat, social media) while successfully promoting IGT Solutions. You possess proven customer service and contact center operations skills, strong communication, and above all, a desire to help others.

Main Job Responsibilities

1. Manage a contact center team of 80-100 team players and counterparts
2. Ensure the team constantly meets or exceeds contractual timelines and service level agreements
3. Lead presence in client relationship, meetings, and reviews
4. Quality/AHT/CSAT metrics management – ensure timely download and deployment of process updates and product guidelines
5. Manage team planning, attrition, and plan career mapping for agents
6. Manage daily operations to ensure smooth service delivery, including coordination with key support functions
7. Build and maintain successful partnerships with internal and external stakeholders, including clients
8. Ongoing liaison with commercial and senior management teams on billing, SLAs, terms, and conditions
9. Provide feedback, support, and guidelines to the team for improved performance
10. Lead and coach the Team Leads and SMEs on process knowledge and team management
11. Comfortable working under a fast-paced 24/7 environment from the office

Knowledge, Skills, Abilities

1. Fluent in English language (C1 level speaking and writing)
2. Experience in customer service support for the airlines/tourism industries is a strong advantage
3. Self-starter, independent, and customer-focused
4. Strong people motivator, leader, and developer, experienced in coordinating multi-cultural teams
5. Good analytical, communication, leadership, team handling, and presentation skills
6. Minimum 4 years experience in a similar role, managing 70+ player teams is mandatory
7. Knowledge of budgeting, good control of metrics and processes enabling effective team planning and execution in a multi-project environment
8. Highly organized, able to prioritize and work effectively on several ventures simultaneously
9. Solution-oriented, able to find effective ways for helping your team overcome challenges
10. Excellent written and verbal English knowledge is also a must
11. GDS Knowledge – Ticketing and fares, Aviation/Airline Experience
12. Basic knowledge of international travel products, airfares, itineraries, routing & airline
13. Provide relevant travel-related recommendations/suggestions to internal teams
14. Knowledge of business travel, services & value propositions

We Offer

1. Competitive salary package
2. Career growth opportunities within an international growing organization
3. Opportunity to shape and grow an international team

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.