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    • Operations Manager - Cape Town - IGT Solutions

    IGT Solutions
    IGT Solutions Cape Town

    3 weeks ago

    Default job background
    Description

    Operations Manager Role

    A highly skilled Operations Manager is needed to lead an Aviation BPO contact center team in delivering exceptional customer service on voice and e-channels support (email, chat, social media) while promoting the company's interests.

    Main Responsibilities:

    1. Lead a team of 80-100 contact center agents and counterparts, ensuring they meet or exceed contractual timelines and service level agreements.
    2. Maintain strong client relationships through regular meetings and reviews, and manage quality, AHT, and CSAT metrics.
    3. Develop and implement process updates and product guidelines in a timely manner.
    4. Manage team planning, attrition, and career mapping for agents, as well as daily operations to ensure smooth service delivery.
    5. BUILD AND MAINTAIN SUCCESSFUL PARTNERSHIPS WITH INTERNAL AND EXTERNAL STAKEHOLDERS, INCLUDING CLIENTS.
    6. Ongoing liaison with commercial and senior management teams on billing, SLAs, terms, and conditions.

    Requirements:

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

    What We Offer:

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

    Diversity and Inclusion:

    We are committed to providing 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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