Senior Associate Manager -NHT

Sutherland; Navi Mumbai; On-site; INR 3,225,000 - 4,516,000; Full time

Job summary

Viator is seeking an Operations Coordinator to manage capacity planning, cross-functional alignment with TA, WFM and Training, and ensure class readiness from Day 0. You will maintain headcount data, generate dashboards, and drive weekly governance on batch health with stakeholders.

The role requires strong analytical skills, excellent communication, and the ability to work onsite with a flexible shift. Experience in customer care or training operations is a plus.

Qualifications

• Basic computer skills and ability to use a computer system.
• Booting and shutting down computers.
• Familiarity with Windows OS (2007/XP and up).
• Proficient in MS Office: Outlook, Word, PowerPoint, Excel.
• Knowledge of browsers, especially MS Internet Explorer.
• Strong written communication skills in Business English.
• Typing speed of 40 wpm with 90% accuracy.
• Ability to understand problems clearly and quickly.
• Ability to work under pressure with good time management.
• Willingness to take on project work and work onsite.

Responsibilities

• Capacity and group planning.
• Collaborate with TA, WFM, and Training for 48-week class view.
• Reconcile demand vs. supply weekly and propose actions.
• Headcount reconciliation and reporting.
• Maintain single source of truth for pipeline and headcount.
• Publish dashboards on planned vs. actual headcount by group.
• Create and manage IDs and system access requests pre-onboarding.
• Ensure readiness of tools, rooms, and infrastructure for classes.
• Complete a pre-class checklist and address gaps.
• Build datasets on attendance, assessments, QA, and performance.
• Provide weekly analytics to Training, Ops, and TIP.
• Lead weekly governance calls and document actions.

Skills

Technical skills

MS Office

Typing 40 wpm

Written communication

Problem solving

Time management

Team facilitation

Change leadership

Conflict resolution

Onsite work

Shift flexibility

Customer care experience

Job description

Role & responsibilities

• Capacity and group planning
• Partner with Talent Acquisition (TA), WFM, and Training to build a rolling 48-week view of upcoming classes, including target headcount, profiles, and start dates.
• Reconcile demand vs. supply weekly, highlighting gaps or over-supply and recommending actions (additional drives, class merges/splits, staggered starts).
• Headcount reconciliation and reporting
• Maintain a single source of truth for pipeline and class headcount from offer through Day 0, including no-shows, drop-outs, and re-hires.
• Publish daily/weekly dashboards on planned vs. actual headcount for each group and stage (staging, foundation, process training, nesting).
• ID creation and access management
• Trigger and track ID creation and system access requests for all new hires as per the TIP pre-onboarding process.
• Ensure all IDs, tools, and system accesses are active before Day 1 and monitor resolution of exceptions.
• Logistics and infrastructure readiness
• Coordinate room bookings, seating plans, and infrastructure (machines, telephony, network) for upcoming classes.
• Confirm readiness via a standard pre-class checklist (rooms, tools, materials, access, signages, safety compliance) and elevate gaps early.
• Data analytics and insights
• Build and maintain datasets combining attendance, assessments, QA scores, nesting metrics, and early production performance for each group to analyze attrition vs. performance trends.
• Provide weekly analytical read-outs to Training, Ops, and TIP on batch health (e.g., risk flags by topic, trainer, time-slot, or sourcing channel).
• Governance and communication
• Drive a weekly staging governance call with TA, Training, WFM, and Ops to review pipeline, upcoming batches, risks, and actions.
• Maintain a central tracker and share concise minutes and follow-up actions after each governance forum.

Preferred candidate profile

Our most successful candidates will have:

• Technical skills (Basic Computer Skills) - Ability to use the computer system.
• Booting and shutting down computer
• Basic level familiarity of Operating System (Windows 2007 / XP and Up)
• Usage of MS Office suite (MS Outlook, MS Word, MS PowerPoint and MS Excel)
• Knowledge of browsers (MS Internet Explorer)
• Analytical Skills
• Typing skills of 40 words per minute with an accuracy of 90%
• Comprehension Ability to clearly understand the problem statement.
• Strong Written Communication Skills with Business English capabilities
• Steady Speech Rate with ability to articulate clearly and concisely.
• Team facilitation and training skills
• Strong decision making and problem solving skills
• Effective change leadership skills
• Ability to work well under pressure
• Ability to de-escalate customers; conflict resolution skills
• Ability to formulate and deliver specific, actionable feedback
• Basic understanding of P&L concepts
• Voice and accent skills – Ability to communicate fluently.
• Key Competencies - Must be employed with Viator for minimum of 90 days
• Shift flexibility is mandatory
• Direct experience with the Customer Care and Telesales
• Ability to work accurately and meet SLA guidelines
• Strong team player with the ability to work within a close environment
• Positive, ‘can do’ attitude
• Strong attention to detail
• Willingness to take on project work when required
• Excellent communication and time management skills
• Proven problem solving skills Willing to work onsite in Clark Pampanga, with night/shifting schedules.