Operations Manager

Atain; Iloilo; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

ATAIN, a leading CX company, is seeking an experienced Senior Team Lead / Assistant Manager to manage a travel account in Iloilo. The role focuses on leading a team to meet SLAs, coaching staff, and ensuring high-quality service delivery for global brands.

Ideal candidates will have 4–5 years in BPO, 2–3 years in Travel Processes, and GDS/CRS knowledge. This onsite position offers opportunities to drive operational excellence within a dynamic CX environment.

Qualifications

• Bachelor's degree in any field.
• 4-5 years of relevant BPO experience, including 2-3 years in Travel Processes.
• Knowledge of GDS / CRS.
• Preferably Senior Team Lead / Assistant Manager in Customer Service or Travel Account.
• Amenable to work onsite in Iloilo.

Responsibilities

• Ensure team meets and exceeds stipulated timelines and SLAs.
• Actively manage staff and address issues promptly and effectively.
• Train, coach and motivate Team Leads and team members; conduct monthly staff meetings.
• Responsible for staff retention, recruitment and performance appraisal.
• Maintain control of qualitative and quantitative productivity of team members.
• Resolve escalated customer queries and issues.
• Ensure team is updated on policy/process changes and communicates them clearly.
• Interact with client coordinators for process-related issues.
• Conduct conference calls with overseas clients and maintain regular email communication.

Skills

Leadership

Team management

Customer service

Travel processes

GDS knowledge

Education

Bachelor's degree

Job description

Company Description

ATAIN is a leading next-gen customer experience company, specializing in AI-led transformative experiences for global brands. With a focus on digital and human intelligence, ATAIN manages end-to-end CX journeys across Travel and High Growth Tech industries. Established in 1998, IGT employs over 25,000 specialists across 30 delivery centers worldwide, with certifications in IT and BPO processes.

MINIMUM REQUIREMENTS:

• Candidate must possess at least a Bachelor's/College Degree at any field.
• 4-5 years of relevant BPO experience, including 2-3 years in Travel Processes (Preferable)
• Knowledge of GDS / CRS.
• Preferably Senior Team Lead / Assistant Manager in Customer Service or Travel Account
• Amenable to work onsite in Iloilo

ROLES AND RESPONSIBILITIES:

• Ensure team meets and exceed Stipulated Timelines and Service Level Agreements.
• Actively manage staff on a regular basis to ensure all issues are dealt with effectively and efficiently
• Train, coach and motivate Team Leads and team members and conduct monthly meetings with the staff
• Responsible for Staff Retention, recruitment and performance appraisal
• Maintain control of qualitative and quantitative productivity of team individuals.
• Resolve escalated queries.
• Ensure team is aware of all updates and changes in policies/ procedures and processes.
• Interact with client coordinators for process related issues.
• Conduct Conference calls with the overseas client and be in regular email contact, and ensure all problems and maybe re‑test none; crys e1 ??? None ----

KNOWLEDGE, SKILLS, OTHER ABILITIES

• Strong team-building skills.
• Able to effectively assess operational inefficiencies.
• Exceptionally talented at devising appropriate goals.
• Good knowledge of measurable tasks.
• Excellent goal tracking and report writing.
• Excellent communication and leadership skills
• Good analytical, problem solving, and organizational abilities