Job Description
Qualifications
Extensive management/leadership experience and capability in the Travel industry
College Graduate
Skills
Good understanding of the BPO industry from a cross-functional perspective, especially operations and migrations.
Good understanding of technology tools/applications is required.
Great working knowledge of MS Office applications: ability to
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
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
