Assistant Operations Manager

JD: Assistant Manager-Operations As an Assistant Manager you will lead and coach the Team Leads, SMEs on process knowledge and team management 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 · Manage a contact center team. · Ensure the team constantly meets or exceeds contractual Timelines and Service Level Agreements · Leading presence in client relationship, meetings and reviews · Quality/AHT/CSAT metrics management – ensure timely download and deployment of process updates and, or product guidelines · Manage team planning, attrition and plan career mapping for agents · Manage daily operations to ensure smooth service delivery, including coordination with key support functions · Build and maintain successful partnerships with internal and external stakeholders, including clients · Ongoing liaison with commercial and senior management teams on billing, SLAs, terms and conditions · Provide feedback, support and guidelines to the team for improved play · Lead and coach the Team Leads, SMEs on process knowledge and team management

Knowledge, Skills, Abilities · Experience in customer service support for the airlines/tourism industries is a strong advantage · Self-starter, independent and customer focused · Strong people motivator, leader and developer, experienced in coordinating multi-cultural teams · Good analytical, communication, leadership, team handling and presentation skills · Highly organized, able to prioritize and work effectively on several ventures simultaneously · Solution oriented, able to find effective ways for helping your team overcome challenges · Excellent written and verbal English knowledge is also a must

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, color, 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.