Operations Manager
EXL Service
Date: 2 weeks ago
City: Cebu City
Contract type: Full time
Job Description: \The role requires a good understanding of the BPO industry from a cross-functional perspective, especially operations and migrations. In addition, a good understanding of technology tools/applications is required.
- Great working knowledge in MS Office applications: ability to create documents, Excel based files and Powerpoint presentations.
- Extensive understanding of the Business Travel industry and its components
- Strong people management and leadership skills.
- Capability to communicate with large teams - the role requires articulating out responses in a manner that makes the overall proposal compelling.
- Good networking capability and Client facing skills
- Ability to multitask and handle high pressure situations
- Ability to see the big picture in creating an innovative response. The role requires ability to clearly understand of client needs and finding solutions that help the client.
Responsibilities: Essential Functions
- Oversee and manage day-to-day operations to ensure all metrics are met, revenue is maximized and team performance is optimized
- Coordinate operational needs to proactively address potential service delivery concerns
- Coordinate with the Senior Leadership to revise goals and plans as necessary
- Implement company policies in all areas of the operations, establish goals for each team and monitor each team’s performance against KPI targets
- Coordinate and participate in the completion of all Operations standards and/or makes recommendations for improvements in overall performance including policies and procedures
- Recommend measures that will improve team performance and communicate all client expectations clearly with peers, Assistant Managers and Travel Counselors
- Recognize Assistant Managers’ needs and expectations for them to effectively carry out their tasks
- Monitor Assistant Managers’ level of efficiency in handling their respective Travel Counselors, provide coaching and delegate certain tasks that will develop their leadership, problem solving and decision making skills
- Recognize performers and recommend development plan for qualified performers
- Recommend and help implement employee engagement activities that will help in retain key performers
- Prepare and recommend staff schedules based on opportunities identified and volume trend
- Develop procedures/guidelines that will improve policies and quality standards
- Ability to take on ad hoc tasks as required
- Ability to work effectively in a dynamic, fast-paced environment
- Preferably with minimum of 2 years experience managing an account with GDS tools such as Sabre, Galileo & Apollo
Qualifications: Extensive management / leadership experience and capability in the Travel industry (minimum of 2 yrs experience)
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