Operation Manager (Travel Industry) - Call Center Background (Night Shift)

IGT Solutions; Petaling Jaya; Sur place; MYR 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Employee Recognition & Insurance

Professional Development & Company Fit

Competitive Salary

Rewards & Benefits Package

Résumé du poste

IGT Services And Technologies KL Sdn Bhd in Kuala Lumpur, Malaysia, seeks an Operation Manager (Travel Industry) with a call center background for night shift to drive customer delight and efficient service. You will oversee inbound interactions, manage shifts, and align resources with workload to consistently meet KPIs and budgets.

The role requires strong leadership, cross-functional collaboration with IT/HR/Training/Quality, and a track record in profitability.

Qualifications

• Experience leading call centers in travel domain.
• Proven ability to meet SLAs and optimize costs.
• Mentor and develop team members across shifts.

Responsabilités

• Ensure customer delight by providing satisfactory responses to customer interactions.
• Understand customer requirements and develop solutions to address business problems.
• Manage inbound voice interactions via the night-shift team.
• Oversee operational activities to meet workloads, SLAs, and timelines cost-effectively.

Connaissances

Call center management

Travel industry experience

P&L management

Client relations

Description du poste

Operation Manager (Travel Industry) - Call Center Background (Night Shift)

To ensure desired customer delight by providing satisfactory response to customer interaction.

Understand customer requirements. Develop solutions to address the business problem of the customer.

To achieve desired contact center business plan results for revenue & costs.

Manage Customer Interactions through Inbound voice contact through his/her team for the various services.

To manage the operational activities & challenges and ensure resources match workloads to provide cost effective, high quality service within agreed SLAs & timelines.

Fully implement improvements with best results.

Constantly monitor & review performance metrics for achievement of objective.

Manage the BPO process independently and ensure business profitability

Driving product improvements through Product benchmarking and analyzing market data and trends..

To track & ensure closure of complaints.

To effectively manage Contact Centre operations for constant performance achievements.

Identify relevant training needs of agents and Team Leaders & ensure effective implementation.

Effectively manage shift operations.

Interface with IT/HR/ Training/Quality.

Mentor and develop the team.

Requirement :

Preferable to have knowledge who have manage Airlines/ Travel Background client

Program P&L

Client relations

Centre’s productivity

Other key management attributes & Key Performance Indicators (KPIs) as agreed.

Permanent PositionAttractive remuneration package above market standards.

Preferable to have knowledge who have manage Airlines/ Travel Background client

Medical Allowance (Inclusive coverage for your direct family member)

EPF & SOCSO will be provided

Medical Leave & Medical Claim

Dental & Optical Allowance

IGT Services And Technologies KL Sdn Bhd is a technology company based in Kuala Lumpur, Malaysia. Established in 2010, the company specializes in providing innovative IT solutions and services to clients across various industries. With a mission to deliver cutting-edge technology solutions that drive business growth and efficiency, IGT aims to be a trusted partner for its clients. The company's services include software development, IT consulting, cybersecurity solutions and project management. IGT's vision is to be a leading technology provider in the region known for its commitment to excellence and customer satisfaction. Objectives include expanding its client base & fostering innovation.

• Employee Recognition & Insurance Coverage
• Professional Development & Company Culture
• Competitive Salary
• Rewards & Benefits Package