Operations Manager

Atain; Iloilo City; On-site; PHP 480,000 - 800,000; Full time

Job summary

ATAIN is a leading customer experience company delivering AI-led transformations for global brands. Based in Iloilo, this onsite role leads a Travel/CS team to meet service levels and drive performance.

The role emphasizes coaching Team Leads, maintaining productivity, coordinating with overseas clients, and ensuring updates to policies and processes are implemented. Onsite in Iloilo with opportunities to shape CX delivery in Travel processes.

Qualifications

• Bachelor's degree in any field.
• 4–5 years of relevant BPO experience.
• 2–3 years in Travel Processes is preferable.
• Knowledge of GDS/CRS systems.
• Amenable to work onsite in Iloilo.

Responsibilities

• Meet and exceed service level timelines.
• Manage staff regularly to resolve issues.
• Train, coach and motivate Team Leads and staff.
• Handle staff retention, recruitment and performance reviews.
• Monitor productivity of team members.
• Communicate policy/process updates to the team.
• Coordinate with client coordinators on process issues.
• Lead conference calls with overseas client and resolve issues.
• Conduct PMS appraisal discussions with Team Leads.

Skills

GDS/CRS knowledge

Team leadership

Customer service experience

Communication skills

Staff training & coaching

Education

Bachelor's degree

Job 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.
• 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 are ironed out on a timely basis.
• Conduct and manage appraisal discussions (PMS) with Team Leads

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