Manager/Senior Manager Operations

IGT Solutions; Kolkata District; On-site; INR 8,00,000 - 12,00,000; Full time

Job summary

A leading IT and BPM services provider is seeking a Manager/Senior Manager for its Airlines Operations team. The role involves leading a team, driving performance management, and enhancing customer satisfaction. Candidates should have prior supervisory experience and strong communication skills. The position requires working from the office in Kolkata and offers a dynamic and inclusive work environment.

Benefits

5-6 days work week

Dynamic and multicultural work environment

Opportunities for growth and skill development

Qualifications

• Experience in handling international voice or non-voice processes in a BPO environment.
• Prior experience in team handling or supervisory roles is preferred.
• Strong interpersonal, communication, and problem-solving skills.

Responsibilities

• Lead and manage a team of 15–20 members in an international process.
• Drive performance management: Monitor team productivity, quality, shrinkage, and attrition.
• Provide floor support and manage escalations efficiently.

Skills

Team handling

Coaching skills

Communication skills

Problem-solving skills

Language proficiency (English)

Tools

MS Excel

Job description

Manager / Senior Manager – Airlines (Operations)

About IGT Solutions

IGT Solutions Pvt. Ltd. is a leading IT and BPM services provider focused on delivering innovation and business excellence across the Travel, Transportation, and Hospitality domain. With over 10,000+ travel industry professionals and 15 global delivery centers, IGT offers IT-BPM services like Application Development, Contact Center Services, Analytics, Testing, and more.

We serve top-tier clients including airlines, OTAs, cruise liners, railways, and hotel chains globally. IGT is committed to fostering a diverse, inclusive, and harassment-free workplace for all employees.

Roles and Responsibilities

• Lead and manage a team of 15–20 members in an international process.
• Drive performance management: Monitor team productivity, quality, shrinkage, and attrition.
• Provide floor support and manage escalations efficiently.
• Identify training needs (TNI) and address performance/process gaps through coaching and development.
• Conduct weekly coaching and performance reviews.
• Maintain AHT (Average Handling Time) within defined targets across tenure groups.
• Support team in achieving IC (Individual Contributor) targets and ensure alignment to KPIs.
• Contribute to CSAT improvements through process reviews and actionable insights.
• Maintain team discipline and foster a positive work environment.
• Strong communication skills in English (written and verbal) are essential.
• Use MS Excel and internal tools for reporting and analysis.

Candidate Profile

• Experience in handling international voice or non-voice processes, preferably in a BPO environment.
• Prior experience in team handling or supervisory roles is preferred.
• Strong people management and coaching skills.
• Excellent language proficiency is mandatory.
• Strong interpersonal, communication, and problem-solving skills.
• Flexible to work in 24x7 rotational shifts.
• Organized, proactive, and methodical in approach.
• Must be willing to work from office (Bhopal).

Perks and Benefits

• 5-6 days work week
• Dynamic and multicultural work environment
• Inclusive and supportive company culture
• Opportunities for growth and skill development

Equal Opportunity Employer

IGT Solutions is committed to creating a diverse and inclusive work environment. All qualified applicants will receive consideration without regard to age, gender, identity, orientation, race, nationality, or disability.