Manager Operations

Process/LOB: Goibibo

Job:        Manager

Location:       Gurgaon / Mumbai

Reporting to:       HOD

PRINCIPAL RESPONSIBILITIES :
  • Work direction and development for a team of executives (150-200) & 5-6 TL
  • Team management – handling team of Travel.
  • Coaching & Feedback – Providing adequate feedback & coaching to improve employee morale & contribute directly in team performance
  • Employee Engagement – conducting engagement activities at team as well as organization level
  • Attrition & Absenteeism – Adherence to attrition & absenteeism targets aligned as per goals
  • Employee Development – provide learning opportunities to team & succession planning
  • Monthly Team Connect – Evaluation of team’s performance & monthly 1-0-1 connect with employees
  • Provide operational floor management by monitoring service levels, making appropriate decisions, responsible for the daily monitoring of quality and production of the outbound / inbound status group and manual processes
  • Assist with training and identify training needs within the group and provide feedback
  • Mentor and assist the team
CRITICAL SKILLS REQUIRED:
  • Customer Service Skills.
  • GDS(Amadeus or Galileo) is must.
  • Knowledge of the Products supported
  • Knowledge of Customer Procedures / Policies
  • Excellent spoken and written communication skills
  • Knowledge of Customer’s Culture
  • Basic knowledge of forecasting and scheduling techniques, operation policies and procedures and MIS
  • Strong interpersonal, effectiveness and teamwork skills to empower, influence and reach resolution with direct reports, colleagues and leaders
  • Excellent analytical, problem-solving, decision-making and project management skills
  • Ability to drive results against SLA performance indicators
  • Ability to handle stressful situations
  • Willingness to work in 24×7 environment and rotational shifts.
CANDIDATE SPECIFICATION
  • Graduate or graduate equivalent.
  • GDs Skills.
  • Relevant product/process knowledge
  • 1-5 years of relevant industry experience
  • Coaching and developing people
  • Managing change
  • Emotional intelligence
  • Proven ability to lead and motivate a service-oriented team in a fast-paced environment
  • Experience in a call center environment
  • Excellent analytical, problem-solving, decision-making and project management skills
Job Category: Manager Operations
Job Type: Full Time
Job Location: Gurgaon Mumbai

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