Senior Manager - Firstline (Operations)

Role & responsibilities

• Provide clear expectations and deadlines to the reporting managers
• Support managers in their daily tasks and routines
• Mentor, motivate, and develop Managers / team leads
• Ensure the circulation of any needed communication is translated from the Managers to the Team leads and then to the Agents.
• Create an atmosphere for feedback and sharing ideas (open door policy)
• Discuss & set personal targets with each Manager reporting
• Daily monitoring and reviewing of team performance (data)
• Organize and carry out weekly/monthly/quarterly and yearly performance reviews
• Set deadlines and action plans to improve on any gaps within performance
• Organize & run regular Sr Managers and monthly Managers / Team Lead meetings
• Assess received feedback from colleagues / reportees
• Prepare and review reports. Callout/highlight discrepancies if any
• Discuss/report performance of the day/week and special issues - quality wise with Managers
• Discuss or escalate daily issues and report Day Summary to VP
• Ensure that the managers are aligned with WFM to fix any gaps noticed
• Highlight any risk, concerns, process needs, technical issues
• Learn and understand all E2E (end to end) workflows for respective LOB's
• Learn and understand the KPI and service fee contractual agreements and expectations for B2B
• Attend and participate in departmental meetings (Process team/Leadership alignment meetings and review meetings internal stakeholders )
• Manage and troubleshoot any escalations outside the leads control
• Participate in interviewing Team Leads and above positions alongside HR
• Perform skip level meetings
• Deepdive into processes where automation or processes can improve or be applied
• Stay up to date on industry news and insights along with internal announcements
• An advocate to our core values
• Attrition avoidanceTarget and objective setting/monitoring
• Active participants in the RNR programmes and employee recognition
• Adapting well to change and complexity

Preferred candidate profile

• 8 - 9 years overall experience in a team managing role (Contact center preferred)
• Should have experience as a Senior Manager (BPO mandatory) should have worked in both outsourcing and captive organizations
• Leadership skills - the ability to engage and mentor a large team
• Excellent communication skills
• Analytical and data-driven
• Multi Tasking skills & Outsourcing knowledge will be a plus
• Time management skills
• Initiative skills (the ability to be resourceful and work independently - resilient, determined and proactive)
• Drive's Etraveli values and culture in the team
• Preferred: Graduation or Masters degree in Tourism, Business Administration, or relative field, any extra qualification will be a plus
• Organizational skills
• Amadeus, Sabre, and Galileo knowledge (GDS will be added advantage)