Senior Manager - Firstline (Operations)

Etraveli; Mumbai; On-site; INR 3,500,000 - 4,500,000; Full time

Job summary

Etraveli in Mumbai is seeking a Senior Manager to lead a large, dynamic team within its contact center operations. You will mentor managers and team leads, drive performance through data-driven reviews, and ensure effective daily operations and escalation handling.

The role requires strong leadership, experience in both outsourcing and captive environments, and a proven ability to align teams with WFM and KPI-driven contracts while upholding Etraveli values.

Qualifications

• 8-9 years of experience in a team-managing role (Contact center preferred).
• Senior Manager experience in BPO is mandatory; exposure to outsourcing and captive setups.
• Strong leadership to mentor a large team and drive performance through data.
• Excellent communication, analytical abilities and initiative in evolving processes.
• Experience with KPI contracts and service fee agreements is a plus.

Responsibilities

• Provide clear expectations and deadlines to reporting managers.
• Support managers in daily tasks and routines.
• Mentor, motivate, and develop managers / team leads.
• Ensure communication is translated from managers to team leads and agents.
• Organize regular performance reviews and create action plans for gaps.
• Monitor and review team performance using data and reports.
• Coordinate with WFM to fix gaps and align with KPIs and contracts.
• Participate in interviews for senior roles and lead skip-level meetings.
• Escalate daily issues and report day summaries to VP.
• Learn end-to-end workflows and contribute to process automation opportunities.

Skills

Leadership

Mentoring

Excellent communication

Analytical

Data-driven

Time management

Organizational skills

Initiative

People management

Outsourcing knowledge

Education

Graduation or Masters in Tourism or Business Administration

Tools

Amadeus

Sabre

Galileo

Job description

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 escalation 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)