Title: Team Manager - BPO Operations

Business Unit: Business Support Service (BSS)

Reporting To: Asst. / Operations Manager

Job Type: Work from office

Location: Panjim, Goa

Duties & Responsibilities

Responsible for a multifaceted role that involves leading, managing, guiding, and overseeing both people and processes. Handles the client and ensures that their expectations are met.
Oversee the day-to-day operations of their team, ensuring that work is completed on time.
Track and evaluate the performance of the team members.
Implements quality control procedures and conducts regular audits to ensure compliance.
Managing team performance by setting expectations and measuring performance outcomes concerning these expectations.
Identify process bottlenecks and opportunities, set objectives, establish KPIs, and monitor performance.
Handle conflict resolution and ensure a positive and productive work environment.
Primary contact for clients, building strong relationships and handling client issues.
Fostering an environment that will encourage professional and personal growth and the transfer of knowledge to future talent.

Required Skills

Minimum 3 years of experience in leading operations team in an outsourcing business.
Must have excellent written and verbal communication skills (English).
Must have the ability to face the client.
Must be confident enough to handle project transition.
Ability to identify process gaps and find innovative solutions.
Must have proven feedback and coaching skills.
Would prefer having knowledge of contracts from various destinations worldwide.

Additional/Preferred Skills

Experience and understanding of travel or tour operator business.

Educational Qualifications Required

Bachelor's degree in any field. Masters degree is a plus.

Team Manager - BPO Operations