Job Description

Position: Assistant Manager - Airlines Exp Location: Gurgaon Employment Type: Permanent Job Type: Full-time Profile Summary: IGT Solutions is seeking an Assistant Manager Airlines to oversee business operations in a Contact Centre environment . This role requires strategic and tactical leadership to ensure smooth BPO operations, high customer satisfaction, and operational excellence . The ideal candidate will be responsible for performance management, process optimization, and stakeholder collaboration to drive business success. Key Responsibilities: Operational & Performance Management: Act as a liaison between the client and company to ensure smooth operational delivery. Manage resources and operations to ensure timely adherence to SLAs and client satisfaction. Identify opportunities for process optimization and automation . Implement strategies to improve key performance metrics (AHT, CSAT, Quality). Manage attrition and foster a people-friendly environment . Set and monitor performance targets for Assistant Managers, Team Leaders, and Agents. Client & Stakeholder Management: Develop and maintain strong client relationships through regular interactions and business reviews . Organize and manage site calibrations to ensure operational clarity and alignment across teams. Prepare and present performance reviews to clients and internal leadership teams. Leadership & Team Development: Manage, mentor, and coach Assistant Managers and Team Leaders to enhance leadership skills. Conduct 1:1 coaching, training, and career development sessions for the team. Implement recognition programs and engagement strategies to drive motivation and performance. Ensure continuous employee development and a high-performance culture . Business & Financial Management: Monitor profitability and cost efficiency , ensuring budget adherence . Analyze performance trends and implement strategies to maintain and enhance strong areas. Ensure P&L management and cost-effective resource utilization . Required Skills & Qualifications: Experience: Minimum 2 years in a managerial role , preferably in BPO or Contact Center operations . Analytical & Problem-Solving: Strong ability to interpret data, analyze trends, and implement process improvements . Leadership: Proven experience in team development and performance management . Client Engagement: Strong stakeholder management with a customer-centric approach . Process Improvement: Expertise in identifying and implementing operational efficiencies . Communication: Excellent verbal and written communication skills. P&L Management: Experience in budgeting and cost control (preferred). Personal Attributes: Motivational Leader: Ability to inspire and lead teams effectively . Innovative & Strategic Thinker: Ability to anticipate market conditions and drive innovation . Resilient & Agile: Comfortable in a fast-paced, evolving business environment . Integrity & Accountability: Commitment to ethical leadership and responsibility . Sales-Oriented Mindset: A blend of sales and operational efficiency for business success. Equal Employment Opportunity: We are committed to diversity, inclusion, and equal employment opportunities . All employment decisions are based on qualifications, merit, and business needs , ensuring a bias-free and inclusive work environment .. If Interested kindly share your cv at sonam.singh1@igtsolutions.com