Operations Manager

5 days ago


Cape Town, Western Cape, South Africa IGT Solutions Full time
Operations Manager - Airlines/ Travel/OTA

Position: Operations Manager (Airline or Travel Account)

Location: Cape Town

About Us: IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. We are committed to providing exceptional customer service.

As an Operations Manager, you will lead an Aviation BPO contact center team in delivering exceptional customer service on voice and e-channels support (email, chat, social media) while successfully promoting IGT Solutions. You possess proven customer service and contact center operations skills, strong communication, and a desire to help others.

Main Job Responsibilities:

  1. Manage a contact center team of 80-100 team players and counterparts.
  2. Ensure the team constantly meets or exceeds contractual timelines and service level agreements.
  3. Lead presence in client relationships, meetings, and reviews.
  4. Manage quality, AHT, and CSAT metrics – ensure timely download and deployment of process updates and product guidelines.
  5. Manage team planning, attrition, and career mapping for agents.
  6. Manage daily operations to ensure smooth service delivery, including coordination with key support functions.
  7. Build and maintain successful partnerships with internal and external stakeholders, including clients.
  8. Ongoing liaison with commercial and senior management teams on billing, SLAs, terms, and conditions.
  9. Provide feedback, support, and guidelines to the team for improved performance.
  10. Lead and coach the Team Leads and SMEs on process knowledge and team management.
  11. Comfortable working in a fast-paced 24/7 environment from the office.

Knowledge, Skills, Abilities:

  1. Fluent in English (C1 level speaking and writing).
  2. Experience in customer service support for the airlines/tourism industries is a strong advantage.
  3. Self-starter, independent, and customer-focused.
  4. Strong people motivator, leader, and developer, experienced in coordinating multi-cultural teams.
  5. Good analytical, communication, leadership, team handling, and presentation skills.
  6. Minimum 4 years experience in a similar role, managing 70+ player teams is mandatory.
  7. Knowledge of budgeting, good control of metrics, and processes enabling effective team planning and execution in a multi-project environment.
  8. Highly organized, able to prioritize and work effectively on several ventures simultaneously.
  9. Solution-oriented, able to find effective ways to help your team overcome challenges.
  10. Excellent written and verbal English skills are essential.
  11. GDS Knowledge – Ticketing and fares, Aviation/Airline experience.
  12. Basic knowledge of international travel products, airfares, itineraries, routing & airline.
  13. Provide relevant travel-related recommendations/suggestions to internal teams.
  14. Knowledge of business travel, services & value propositions.

We Offer:

  1. Competitive salary package.
  2. Career growth opportunities within an international growing organization.
  3. Opportunity to shape and grow an international team.

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, 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 grounds.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service

Industries

IT Services and IT Consulting, Outsourcing and Offshoring Consulting

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