Head|Operations | BPO | Gurgaon

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Head-Operations || BPO || Gurgaon

IGT Solutions
Gurugram, Haryana
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22 hours agoFull–time
About the Organization - IGT Solutions Pvt Ltd

IGT Solutions Pvt Ltd is a leading IT & BPM services provider committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain. The company offers integrated IT-BPM services comprising of Application Development and Maintenance, Mobility, Testing, Analytics, Contact Center Services, Back Office Services and Consulting Services to the Travel industry worldwide.

IGT boasts of a talent pool of over 10,000+ travel industry experts with its 15 state-of-the-art delivery centres and worldwide operational presence. IGT, through its innovative solutions and services, offers a unique value proposition in terms of quality, flexibility and cost savings to a large number of airlines, travel management companies, OTAs, travel technology companies, airports, railways, cruise liners and hotels.

IGT Solutions provides equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, ****** orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these groups.

Exciting Opportunity- IGT Solutions Hiring for Head of Operations role Gurgaon Location

JOB DESCRIPTION

Designation : Head Operations, Band 4C

Reporting to : VP Global Operations

IGT Solutions is looking for a Head of Operations (Preferably Diversity role) to lead multiple client business operations in a Global Digital BPM Contact Center services environment. The position reports directly into a Vice President – Global Operations and has a leadership span of 500-1000 FTEs across multiple business accounts. The position is responsible for the overall P&L and Operations Management of 500+ FTE International Voice Customer Service Operations. The role will have direct ownership and accountability of strategic and tactical operational direction to the operations team in order to achieve desired business goals and to ensure customer delight through close interaction with the client stakeholders and internal leadership.

Knowledge, Skills and Essential Experience:

· 12-16 years of experience in BPO Operations at a leadership level, Travel Operations Preferred

· Should have deep knowledge and understanding of the Travel market, Competition & Market trends in BPO
• Graduation in any discipline

· Lean, Six sigma Green Belt / black belt trained / certified (preferred)

· Should be willing to work in a 24x7 environment (5 days working US shifts)

· Proven ability to build, manage and foster a team-oriented environment.

· Have an ability to understand Staffing adherence and Schedule Adherence

· Excellent communication (written and verbal) and interpersonal skills.

· Min. 2-3 Yrs. of experience in a Senior Manager – Operations role, managing International Travel (OTA) preferred account for Voice Ops