Position: Head Operations – Airline / Aviation/Corporate Travel
Role Reason: New position due to Expansion of Business in South Africa.
Location: Capetown
Employment type: Permanent
Job type: Full time
IGT Solutions (IGT) is committed to simplifying complex customer interactions while delivering a seamless experience. IGT provides integrated BPM, Technology and Digital Services & Solutions for clients across industries.
Job Responsibility: Lead Digital Contact Centre Operations with experience of managing site level operations end to end.Provide overall leadership of the Customer Operations, offering strategic and tactical operational direction to the team.Deliver 100% to the client set contractual goals of service delivery and meet/exceed financial and operational goals.Analyze workflow to identify inefficiencies, develop policies to improve processes, implement change, and track progress.Create and present business reviews to the Client and internal leadership on a weekly/monthly basis.Manage people and develop a cohesive culture of respect, trust, integrity, recognition, and teamwork.Assume leadership responsibilities for an entire site level business end to end.Partner with clients and internal leadership teams in developing procedures, and ensuring team compliance with established policies.Drive Continuous improvements and innovations to enhance quality and customer satisfaction.Minimum Requirements: 12+ years of experience in Customer Operations, Contact Center Operations, BPO Operations (Travel preferred).Deep knowledge and understanding of BPO/Contact Centre operations, competition, and market trends in the BPO industry.Experience managing 300-500+ FTE across Voice, Chat, Back-office, and other Omni channel BPO customer operations.Experience in P&L management with an understanding of budgeting and financial planning.Bachelor's Degree from a recognized university; MBA/Masters Degree preferred.Willingness to work in a 24x7 environment (5 days working US shifts).Excellent communication (written and verbal) and interpersonal skills.Personal Style Enablers: Ability to motivate and inspire teams and be a natural leader.Innovative and able to foresee market trends and conditions.Excellent people manager, open to direction and a collaborative work style.Confident and flexible with the ability to work in a fast-paced and changing environment.It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status.
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