Title: Team Manager - BPO Operations
Business Unit: Business Support Service (BSS)
Reporting To: Asst. / Operations Manager
Job Type: Work from office
Location: Panjim, Goa
Duties & Responsibilities
- Responsible for a multifaceted role that involves leading, managing, guiding, and overseeing both people and processes. Handles the client and ensures that their expectations are met.
- Oversee the day-to-day operations of their team, ensuring that work is completed on time.
- Track and evaluate the performance of the team members.
- Implements quality control procedures and conducts regular audits to ensure compliance.
- Managing team performance by setting expectations and measuring performance outcomes concerning these expectations.
- Identify process bottlenecks and opportunities, set objectives, establish KPIs, and monitor performance.
- Handle conflict resolution and ensure a positive and productive work environment.
- Primary contact for clients, building strong relationships and handling client issues.
- Fostering an environment that will encourage professional and personal growth and the transfer of knowledge to future talent.
Required Skills
- Minimum 3 years of experience in leading operations team in an outsourcing business.
- Must have excellent written and verbal communication skills (English).
- Must have the ability to face the client.
- Must be confident enough to handle project transition.
- Ability to identify process gaps and find innovative solutions.
- Must have proven feedback and coaching skills.
- Would prefer having knowledge of contracts from various destinations worldwide.
Additional/Preferred Skills
Experience and understanding of travel or tour operator business.
Educational Qualifications Required
Bachelor's degree in any field. Master's degree is a plus.
