Operations Manager - Airline/Travel

Full Time, onsite
ISTA SOLUTIONS
Makati, Philippines

Salary undisclosed

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ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced Operations Manager to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you!

The Operations Manager will be responsible for overseeing the smooth operation of call center activities for multiple accounts, ensuring high-quality service delivery, and driving performance improvements.

Roles and responsibilities:

Operational Management:

Manage daily operations across multiple client accounts, ensuring that all processes and workflows are efficient and effective
Oversee scheduling, staffing, and resource allocation to meet client needs and service level agreements (SLAs)

Performance Monitoring:

Track and analyze key performance indicators (KPIs) and service metrics for each account
Identify areas for improvement and implement strategies to enhance performance and efficiency

Client Management:

Serve as the primary liaison between the call center and clients, addressing any concerns or issues promptly
Ensure that client expectations are met and exceeded, maintaining strong relationships and high levels of satisfaction

Team Leadership

Lead and motivate call center supervisors, agents, and other team members
Provide guidance, training, and support to ensure that team members are effective and engaged

Quality Assurance:

Implement and monitor quality control processes to ensure that service standards are upheld
Conduct regular audits and evaluations of call center interactions and provide feedback for improvement

Strategic Planning:

Develop and execute strategies to optimize account performance and achieve client goals
Work with clients to understand their evolving needs and adjust operational plans accordingly

Reporting and Analysis:

Prepare and present detailed reports on account performance, including metrics, trends, and areas for improvement
Use data-driven insights to make informed decisions and drive continuous improvement

Problem Resolution:

Address and resolve complex issues or escalations that arise, both internally and with clients
Implement corrective actions and preventive measures to avoid future problems

Process Improvement:

Continuously assess and refine operational processes to enhance efficiency and effectiveness
Implement best practices and innovative solutions to improve service delivery and client satisfaction

Requirements