Assistant Manager - Operations (Airline/Travel)

IGT Technologies Philippines Inc.; Mandaluyong; On-site; PHP 480,000 - 720,000; Full time

Job summary

IGT Technologies Philippines Inc. in Metro Manila is seeking a Team Lead to manage a team of agents and team leads, ensuring quality and continuous improvement in customer experience.

The role focuses on staffing, analyzing reports to respond to variable call volumes, with a must-have background in Travel/Airline and GDS systems. Onsite full-time with shifting schedules; governance and performance appraisal duties are included.

Qualifications

• Bachelor’s degree in any field.
• 3-5 years experience leading a team in a BPO setup for Travel or Airline accounts with GDS background.
• Strong governance and execution skills.
• Experience managing a large inbound/outbound voice process in Airline/Travel.
• Prior contact center management experience.
• Amenable to work fulltime onsite and on shifting schedule.

Responsibilities

• Conduct meetings with internal team and functional departments.
• Prepare and present Weekly/Monthly/Quarterly Reviews.
• Lead appraisal discussions (PMS) with team leaders.

Skills

Team leadership

Governance

BPO experience

GDS knowledge

Airline/Travel domain

Education

Bachelor’s degree in any field

Tools

GDS systems

Job description

JOB PURPOSE:

The purpose of this role is to provide support to manage a team of agents and team leads. Duties include staffing, analyzing transactional reports to provide both reactive and proactive response to variable transactional and call volumes. The role is responsible for ensuring the quality and accuracy of these functions with a focus on continuous improvement and excellent customer experience.

JOB FUNCTION/ RESPONSIBILITIES:

• Conducting meetings with internal team and functional departments

• Prepares and presents Weekly/Monthly/Quarterly Reviews

• Team Lead has to conduct and manage appraisal discussions (PMS) with team leaders.

JOB QUALIFICATIONS:

• Graduate of any bachelor’s degree, any field

• Minimum 3-5 years relevant experience in handling a team in a BPO setup for a Travel or Airline account is a MUST HAVE and with GDS background

• Strong skills when it comes to governance and execution.

• Experience in successfully handling a large team in an inbound/outbound voice-based process with Airline or Travel account

• Prior Contact Center management experience

• Amenable to work fulltime onsite and on shifting schedule