Immediate Req For Operations Manager (International BPO)!
Jobshore Placement Services Bangalore
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Benefits offered by this job
Job summary
The organization in Bangalore is seeking an experienced Team Manager Customer Service to lead and manage a customer service team. You will drive team performance, improve productivity, and enhance CSAT while ensuring targets are met in an international travel-savvy environment.
The ideal candidate will bring strong leadership, analytical skills, and a customer-first mindset, with experience in process improvements and working across multiple travel platforms.
Qualifications
- 6–10 years of experience in customer service with 2–3 years in team management as a Team Manager.
- Bachelor’s in Tourism Administration, Hospitality, or related field preferred.
- Experience in travel, aviation, hospitality, or OTA industry advantageous.
- Hands-on with Amadeus, Sabre, or similar travel platforms.
- Good technical aptitude and ability to navigate multiple systems.
- English proficiency at least B2.
- Strong communication, coaching, and people-management skills.
- Willing to work rotational shifts including weekends, bank holidays, and evenings/night shifts.
- Experience in multinational or cross-cultural environments is a plus.
Responsibilities
- Monitor daily, weekly, and monthly team performance metrics and KPIs.
- Drive team productivity, operational efficiency, and customer satisfaction targets.
- Identify performance gaps and implement corrective and preventive actions.
- Apply Lean Six Sigma principles and continuous improvement methodologies.
- Conduct regular one-on-one coaching, performance reviews, and feedback.
- Lead initiatives to improve CSAT, service quality, and customer experience.
- Maintain accurate performance reports, records, and improvement trackers.
- Collaborate with L&D and QA teams to enhance team capabilities.
- Maintain floor management, open communication, and operational visibility.
- Mentor and empower team members to achieve objectives.
- Ensure adherence to policies, service standards, and procedures.
Skills
Education
Tools
Job description
Location: Bangalore - Domlur (EGL Techpark)
Job Type: Contract to Hire
Industry: BPO - Travel / Aviation / Hospitality
Experience: Minimum 2 years of team-handling experience worked as team manager
Our client is a leading global online travel company with a strong international presence across multiple countries and continents. The organization operates a diverse portfolio of online travel brands and is part of a globally recognized travel technology group.
With a focus on innovation, customer experience, and operational excellence, the company leverages advanced technology, global partnerships, and a customer-centric approach to deliver seamless end-to-end travel booking experiences.
We are looking for an experienced Team Manager Customer Service to lead and manage a customer service team in Bangalore. The ideal candidate will be responsible for driving team performance, improving individual productivity, enhancing Customer Satisfaction (CSAT), and ensuring operational targets are consistently achieved.
The role requires strong leadership, analytical skills, a customer-first mindset, and the ability to drive continuous process improvements in a dynamic, international work environment.
- Monitor and analyze daily, weekly, and monthly team performance metrics and KPIs.
- Drive team productivity, operational efficiency, and customer satisfaction targets.
- Identify performance gaps and implement corrective and preventive actions.
- Apply Lean Six Sigma principles and continuous improvement methodologies to optimize processes.
- Conduct regular one-on-one coaching sessions, performance reviews, and feedback discussions.
- Lead initiatives to improve CSAT, service quality, and overall customer experience.
- Maintain accurate performance reports, administrative records, and improvement trackers.
- Collaborate with Learning & Development (L&D) and Quality Assurance (QA) teams to enhance team capabilities.
- Maintain effective floor management, open communication, and operational visibility.
- Motivate, mentor, and empower team members to achieve individual and team objectives.
- Ensure adherence to company policies, service standards, and operational procedures.
- Minimum 6 to 10years of experience in customer service with proven team-handling or team management experience of min 2 to 3years as Team manager.
- A secondary vocational qualification or a bachelor's degree in Tourism Administration, Hospitality, or a related field is preferred.
- Experience in the travel, aviation, hospitality, or online travel agency (OTA) industry will be an advantage.
- Hands-on experience with CRM systems and travel booking platforms such as Amadeus, Sabre, or similar tools is preferred.
- Good technical aptitude and the ability to navigate multiple systems simultaneously.
- English language proficiency of at least B2 level.
- Excellent verbal and written communication skills.
- Strong analytical, problem-solving, coaching, and people-management skills.
- Ability to adapt to changing business priorities and work in a fast-paced environment.
- Willingness to work rotational shifts, including weekends, bank holidays, and evening/night shifts as required.
- A professional, positive, and customer-focused attitude.
- Experience working in a multinational organization or cross-cultural environment is an added advantage.
- 5 working days per week.
- Rotational shifts, including night shifts.
- Flexibility to work weekends and bank holidays as per business requirements.
- Free door-to-door transportation with pickup and drop facilities available round the clock.
- World-class office facilities, including a cafeteria, gym, and breakout zones.
- Employee engagement activities, social events, and special celebrations.
- Parental leave benefits.
- Opportunities for professional growth and career development.
- Supportive, collaborative, and multicultural work environment.
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