Travel Call Center Ops Manager - Night Shift

IGT Solutions Pvt. Ltd.; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Employee Recognition & Insurance

Professional Development & Company Fit

Competitive Salary

Rewards & Benefits Package

Job summary

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.

Responsibilities

• 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.

Skills

Call center management

Travel industry experience

P&L management

Client relations

Job description

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.