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Customer Service · Pune

Senior Manager - Operations

Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond.

We partner with major global platforms such as Booking.com, Google Flights, Skyscanner, and Kayak, providing seamless flight booking and related services. Our B2B portfolio includes Precision, our specialist in travel fintech; Tripstack, our B2B Flights as a Service Provider and world leader in virtual interlining, serving as the gateway to Etraveli Group’s flight content and fulfillment services; Wenrix, the AI Infrastructure for profitable growth in air; and Flygresor.se, Sweden’s leading flight comparison site. We also operate our own online travel agency brands including Gotogate, Mytrip, and Flightnetwork.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3200 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.

Major offices in Sweden (HQ), Greece, India, Canada, Israel, Poland, UK, and Uruguay.

The Role:

  • Provide clear expectations and deadlines to the reporting managers

  • Support managers in their daily tasks and routines

  • Mentor, motivate, and develop Managers / team leads

  • Ensure the circulation of any needed communication is translated from the Managers to the Team leads and then to the Agents.

  • Create an atmosphere for feedback and sharing ideas (open door policy)

  • Discuss & set personal targets with each Manager reporting

  • Daily monitoring and reviewing of team performance (data)

  • Organize and carry out weekly/monthly/quarterly and yearly performance reviews

  • Set deadlines and action plans to improve on any gaps within performance

  • Organize & run regular Sr Managers and monthly Managers / Team Lead meetings

  • Assess received feedback from colleagues / reportees

  • Prepare and review reports. Callout/highlight discrepancies if any

  • Discuss/report performance of the day/week and special issues - quality wise with Managers

  • Discuss or escalate daily issues and report Day Summary to VP

  • Ensure that the managers are aligned with WFM to fix any gaps noticed

  • Highlight any risk, concerns, process needs, technical issues

  • Learn and understand all E2E (end to end) workflows for respective LOB's

  • Learn and understand the KPI and service fee contractual agreements and expectations for B2B

  • Attend and participate in departmental meetings (Process team/Leadership alignment meetings and review meetings internal stakeholders )

  • Manage and troubleshoot any escalations outside the leads control

  • Participate in interviewing Team Leads and above positions alongside HR

  • Perform skip level meetings

  • Deepdive into processes where automation or processes can improve or be applied

  • Stay up to date on industry news and insights along with internal announcements

  • An advocate to our core values

  • Attrition avoidanceTarget and objective setting/monitoring

  • Active participants in the RNR programmes and employee recognition

  • Adapting well to change and complexity

Requirements:

  • 8 - 9 years overall experience in a team managing role (Contact center preferred)

  • Should have experience as a Senior Manager (BPO mandatory) should have worked in both outsourcing and captive organizations

  • Leadership skills - the ability to engage and mentor a large team

  • Excellent communication skills

  • Analytical and data-driven

  • Multi Tasking skills & Outsourcing knowledge will be a plus

  • Time management skills

  • Initiative skills (the ability to be resourceful and work independently - resilient, determined and proactive)

  • Drive's Etraveli values and culture in the team

  • Preferred: Graduation or Master’s degree in Tourism, Business Administration, or relative field, any extra qualification will be a plus

  • Organizational skills

  • Amadeus, Sabre, and Galileo knowledge (GDS will be added advantage)

Department
Customer Service
Locations
Pune
Customer Service · Pune

Senior Manager - Operations

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