Job Description
Job Title:  Airline Operations Manager
City:  Mumbai
State/Province:  Maharashtra
Posting Start Date:  4/24/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description: 

Job Description

Manager - Airline Operations

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Job Title: Contact Center Operations Manager – Airlines Account

Location: Mindspace, Airoli
Shift: 24x7 Operations
Engagement: Long-term

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Role Overview

We are seeking an experienced Contact Center Operations Manager to lead and manage multi-channel customer service operations for a leading Airline client. The role requires strong expertise in Global Distribution Systems (GDS), exceptional customer service acumen, and proven leadership in managing large-scale contact center teams.

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Key Responsibilities

  • Operational Leadership:
    • Oversee day-to-day operations across voice, email, chat, and back-office channels.
    • Ensure adherence to SLAs, KPIs, and quality standards for all customer interactions.
  • Team Management:
    • Lead, mentor, and develop a team of supervisors and agents to deliver exceptional service.
    • Maintain high engagement levels for employees through recognition, career development, and open communication
    • Drive workforce planning, scheduling, and performance management for a 24x7 environment.
  • Client Engagement:
    • Act as the primary point of contact for the Airline client, ensuring alignment with business objectives.
    • Participate in regular governance meetings and provide operational insights and improvement plans.
  • Process Excellence:
    • Implement best practices for contact center operations, including escalation management and root cause analysis.
    • Drive continuous improvement initiatives to enhance efficiency and customer experience.
  • Technology & Compliance:
    • Ensure optimal use of GDS platforms (e.g., Amadeus, Sabre) for booking, ticketing, and rebooking processes.
    • Identify Risks and maintain compliance with policies, data security, and regulatory requirements.
    • Implement effective DR and BCP plans

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  • Resource Allocation & Retention
    • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
    • Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery 
    • Optimize manpower and minimize leakages by working closely with delivery head
    • Ensure retention by offering relevant trainings and certifications of all allocated resources 
    • Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team 
  • Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
Mandatory Skills: Customer Service( Reservation) .

 

Experience: 8-10 Years .

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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