Job Description

Role: Operations Manager

Process: Airlines Business

Location: Mumbai

Grade: C1

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Key Responsibilities:

Leads and communicates the Service Operations Strategy to team Leads and team members
Strong interpersonal & influence management skills.
Knowledge of Client and end user requirement
Identify opportunities of improvement with in his Queue
Monitor the performance of the team leads, team members and new hires for his respective Queue. Undertake one-on-one and group interactions to provide appropriate inputs.
Maintain continuous focus on process metrics, quality and cost and to escalate exigencies and non compliances for his respective Queue
Provide functional support & direction on operational needs to the team leads and team members. Floor management, team rostering and intra-day management for 24*7*365 operations.

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CRITICAL SKILLS REQUIRED:

Creative problem‐solving skills to gather relevant information, synthesize and define issues and develop creative solutions.
Experience in working with Airline/Travel accounts
Experience of managing voice queues
Ability to work on several projects or issues simultaneously
Ability to work independently and in a team environment as needed
Ability to attend to details while keeping big‐picture goals in mind
Excellent written and verbal communication skills, building relationships
Proven ability of success in delivering projects on time 
Experience in a multinational, multi cultural environments,
Proven ability to influence others, facilitate agreement among stakeholders with different interests,
Ability to think analytically should possess strong implementation skills and problem solving approach
Ability to priorities tasks appropriately and recognize when issues need escalation
Excellent knowledge of MS-Excel and other MS-Office tools

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CANDIDATE SPECIFICATION

8+ years of relevant experience in the airline / travel domain. Should be a Graduate. Strong domain knowledge of Airlines, Reservations and ticketing procedures needed + Experience in hadling crisis situations from an airlines perspective. 

People Management experience of atleast 6+ years

Well versed Key contact centre CPM's -Service levels and Customer Satisfaction

Excellent Communication Skills (Verbal & Written). 

Strong interpersonal skills, self confidence, leadership capabilities

Ability to think analytically. Should possess strong implementation skills and problem solving approach

Ability to prioritise tasks appropriately and recognise when issues need escalation

Knowledge of Client and end user requirement

Knowledge of Airlines, Reservations and ticketing procedures. Experience in hadling crisis situations from an airlines perspective.